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At Plumbgas Services Limited, we pride ourselves on delivering reliable, high-quality plumbing, gas & renewable services to our valued customers. As a growing and customer-focused business, we’re committed to maintaining strong relationships with our customers and team members alike. We are a close-knit, professional team, driven by a shared passion for efficiency, customer satisfaction, and exceptional service.
We are looking for an experienced Customer Representative to join our team and play a key role in ensuring exceptional customer service, smooth operations, and effective scheduling.
The Role
As a Customer Representative, you’ll be the first point of contact for customers and an essential part of the daily operations of our business. This is a fast-paced role requiring strong communication, organisational, and problem-solving skills to ensure customers receive the highest level of service.
Key Responsibilities
Customer Communication
* Handle inbound calls and respond promptly to customer queries via email, assisting with job bookings and addressing complaints professionally.
* Update customers on breakdowns, delays, or changes to bookings.
* Monitor customer feedback and reviews, recognising employees who deliver excellent service.
Scheduling and Planning
* Regularly review and adjust the diary to improve efficiency, factoring in travel, job priorities, and skills.
* Proactively manage emergency booking slots, ensuring breakdowns are handled effectively.
* Action diary entries requiring clarification or updating to ensure accurate scheduling.
Breakdown Management
* Monitor incoming breakdown jobs, book them promptly, and communicate progress to customers.
* Review and manage the breakdown list to optimise emergency spaces and ensure customer satisfaction.
* Verify parts for upcoming jobs and resolve issues related to missing parts.
* Communicate with engineers and manage real-time scheduling to optimise their day.
Team Communication and Coordination
* Share clear updates, instructions, and priorities with the team.
* Work closely with management to ensure smooth operational flow.
About You
We are seeking a driven and proactive individual with excellent organisational & coordination skills and a passion for delivering exceptional customer service.
Skills and Attributes
* Time Management: Be punctual and skilled at prioritising tasks in a busy environment.
* Customer Service Excellence: Tactfully handle complaints, manage expectations, and ensure clear communication.
* Problem-Solving: Stay calm under pressure and find effective solutions to challenges.
* Organisational Skills: Maintain an accurate and efficient workflow, anticipating future needs.
* Positive Attitude: Bring energy and professionalism to the team and customers.
* Collaboration and Integrity: Work collaboratively with colleagues, engineers, and management.
Ideal Candidate
* Experience in customer service, scheduling, or administrative coordination.
* Strong multitasking abilities with attention to detail and efficiency.
* Calm under pressure and proactive in handling complaints or emergencies.
* A team player who is solution-focused and committed to improvement.
Role is: Monday - Friday 9:00am - 5:30pm + Every 4th Saturday 9:00am-12:00pm
Hybrid working: Work from home but we meet up so must be able to travel.
Working from home could change in the future so must be flexible.
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Construction
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