With over 50 years of experience in developing high-quality tools and accessories, our client has built a strong reputation among tradespeople, DIYers and hobbyists alike. Their product range spans precision tools, power solutions, dust management, and sharpening systems—all designed for durability, accuracy, and ease of use. A commitment to exceptional service, innovation, and customer support lies at the heart of everything they do.
We are now supporting their search for a proactive and organised Customer Service Co-ordinator to join their dedicated team. This role plays a vital part in ensuring that customers receive timely, professional, and effective support—whether they are placing an order, reporting an issue, or looking for product guidance.
Managing customer enquiries and complaints via phone, email, post, social media, and other platforms
Logging all incoming issues and complaints in the internal CRM system
Organising product collections and coordinating with the Despatch department
Supporting Service Agents with information and managing warranty claims
Assisting the Technical and Sales Teams with queries and order processing
Key Performance Indicators
Resolving customer service issues promptly and professionally
Responding to emails within one working day
Processing returns, repairs, and collections within defined timeframes
Providing up-to-date information to all service agents and stakeholders
Ensuring accuracy and speed in handling repairs, warranty claims, and courier arrangements
Come from a product sales industry as opposed to service
Enjoy phone-based customer interaction
Be proficient in Microsoft Word and Excel
Hold a full, clean driving licence
Location: Watford (office based)
A basic salary of £26,000 p.a + monthly discretionary bonuses
~25 days holiday plus bank holidays
~ Life assurance
~ Company pension
~ The opportunity to work with a trusted, well-established brand
~ Potential for personal and professional development