Salary: £25,750 per annum
Location: Bridgwater (Full-time during probation, then hybrid – 3 days office / 2 days home)
Hours: 37.5 hours per week (between 8:00am – 5:00pm)
About The Role
Our client is seeking a proactive and customer-focused Aftercare Advisor to join their team. This role is key in delivering exceptional service to both B2B and B2C customers, handling a wide range of queries from general product support to technical troubleshooting and warranty claims.
The successful candidate will take ownership of customer issues, working with urgency and accuracy to deliver effective resolutions while maintaining a professional and positive approach at all times.
Key Responsibilities
* Respond promptly and professionally to customer queries via phone, email, and other channels
* Provide product support, including technical guidance, fitting advice, and maintenance information
* Manage warranty claims from start to finish, ensuring accurate processing in line with company policies
* Determine warranty eligibility and arrange appropriate resolutions (replacement, spare parts, etc.)
* Process orders using the internal ERP system and monitor delivery progress
* Liaise with engineers, couriers, and internal teams to ensure timely resolution of customer issues
* Coordinate and schedule engineer visits, ensuring clear communication with all parties
* Review engineer reports and determine the best outcome for both customer and business
* Handle complaints effectively, ensuring a positive customer experience
* Maintain up-to-date knowledge of company procedures, terms and conditions, and customer agreements
* Work collaboratively with internal departments including Customer Care, Sales, Quality, and Engineering
* Identify opportunities to improve processes and service delivery
About You
* Excellent verbal and written communication skills
* Professional, friendly, and customer-focused approach
* Strong attention to detail and organisational skills
* Ability to manage multiple tasks and prioritise effectively
* Confident problem-solver with strong analytical skills
* Comfortable building rapport across phone, email, and digital channels
* A team player with a proactive and flexible attitude
* Competent in Microsoft Office
* Previous customer service experience is essential
If you would like to apply, please email your CV to Jade.Lawlor@hawk-3.com or call Jade on 07526 166809.
Closing date is 27.05.2026.
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