Grade: 11
Location: Duxford
Contract: Full-time, Permanent
We’re looking for a Parts Call Handler to join our team at SMT GB. In this role, you’ll support both our customers and internal teams by managing parts enquiries efficiently and professionally. You’ll be the first point of contact for incoming calls and emails, ensuring every request is handled promptly and accurately.
If you’re customer-focused, organised, and enjoy working in a busy environment where no two days are the same, this could be a great fit for you.
What you'll be doing:
* Be the first point of contact for inbound calls and emails, assisting both internal teams and external customers.
* Monitor our central mailbox to ensure all queries from engineers, coordinators, CSRs and ASMs are picked up and actioned promptly.
* Work closely with Parts Detailers to follow up on requests and make sure they’re completed in good time.
* Liaise with our finance team to request cash sales approvals and support the parts warranty return process when required.
* Use the IDMS Role Centre dashboard to track and follow up on open quotations, keeping customers updated.
* Pass confirmed ‘supply and fit’ requests to the relevant Service Coordinator to ensure a smooth handover.
* Build strong relationships with customers and internal teams, gaining a good understanding of their needs and sharing market insights.
* Take ownership of every customer interaction, ensuring each one reflects SMT GB’s high service standards.
Requirements
What you'll bring:
* Experience in a customer service or call handling role, ideally within the automotive or construction equipment sector.
* Confident communication skills – both written and verbal – with the ability to build rapport quickly.
* A proactive, problem-solving mindset and a genuine passion for helping customers.
* Comfortable working in a fast-paced environment where teamwork and accuracy are key.
* Basic computer skills and confidence using systems to manage customer information.
It’s a bonus if you have:
* Knowledge of parts and components used in construction machinery.
* A flair for upselling or promoting products that add value to customers.
* Experience using CRM systems or inventory management tools
Benefits
What's in it for you?
Alongside a competitive salary we off you a host of fantastic benefits!
Taking Care of You
* Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more. We cover your basic plan, with the option to upgrade.
* Free Physio Access – Speak to a physio by phone or video.
* 24/7 GP Service – Private GP access anytime.
* That's not all - We also offer a whole host of additional Health & Wellbeing Support and benefits.
Life Outside of Work
* Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover.
* Family Leave – Enhanced maternity, paternity and adoption leave.
* IVF Support – Paid time off for treatment and appointments.
* Retirement Support – Enjoy bonuses and phasedown days when its time to retire.
Financial Extras
* Pension – We match your contributions up to 5%.
* Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
* Cycle to Work – Save on a new bike and accessories.
* Discounts Platform – Save on groceries, holidays, shopping and more.
Feeling Part of the Team
You’ll also have access to a range of team-focused benefits, including a refer-a-friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.