The role:
You’ll be the first point of contact for installation requests and queries, received via phone, email, website, and webchat from customers. Acting as a link between customers and an internal Planning Team, you’ll ensure requests are captured accurately and progress smoothly through our systems.
Taking ownership of referrals from our field-based technicians, you’ll raise and manage requests, ensuring information is complete and up to date. You’ll liaise with colleagues across the business, external stakeholders, and customers to ensure a seamless, professional service experience.
You’ll need to be strong in planning, organisation, and communication, and will play a key part in our clients customer service team.
Key Accountabilities/Responsibilities:
1. Receive installation requests/queries via phone, email, website, and webchat
2. Check and interpret Installation Criteria to determine if the request can be assigned to the Planning Team or requires further approvals
3. Accurately raise survey/installation requests on internal systems, capturing all required information, including notes, tasks, and approval statuses
4. Take ownership of referrals from technicians, service providers, and field managers, and decide on the next appropriate course of action
5. Manage and process jobs awaiting action or approval
6. Communicate with sales teams and Planning Teams regarding queries, follow-ups, and escalations
7. Liaise with technicians, operational teams, supply chain colleagues, service providers, and other key stakeholders to ensure smooth service delivery
8. Contribute to individual Key Performance Objectives and support wider business strategies
9. Ensure customers and colleagues receive exceptional service consistently
The successful candidate:
Essential:
10. Ideally, experience in office-based customer service, contact centre, high-volume call handling, or similar environment
11. Confident communicator with the ability to build positive working relationships with technicians, colleagues, and customers
12. Strong planning and organisational skills, with the ability to manage multiple priorities
13. High attention to detail, self-motivated, and able to work independently with a structured approach
14. Proven team player with a drive to succeed and contribute to team goals
15. Ability to remain calm and solution-focused under pressure
16. Excellent verbal and written communication skills
17. Comfortable using technology and experienced in CRM systems
Desirable:
18. Previous experience in raising and managing jobs in workflow or planning systems