Customer Service & Repair Network Coordinator

We’re looking for an organised, confident and customer-focused person to join The Smart Repair People. You’ll be a key point of contact for our customers and repairer network, helping enquiries and repairs run smoothly and ensuring customers receive a high standard of service.

This is a varied role in a fast-paced environment. You’ll need to manage competing priorities, take ownership of issues and communicate clearly - even when conversations are challenging.

Key responsibilities

• Handle inbound customer enquiries by telephone, WhatsApp and our ticketing system.
• Coordinate with our network of repairers, following up on progress and keeping customers informed.
• Manage customer support tickets, ensuring enquiries are recorded accurately and followed through to resolution.
• Deal with complaints and escalated cases calmly and professionally, de-escalating difficult situations and working towards fair, practical solutions.
• Maintain accurate customer and repair records across our systems.
• Work closely with colleagues and repairers to resolve issues and deliver a positive customer experience.
• Carry out general administrative and office duties.

What we’re looking for

• Excellent communication skills and a professional, friendly telephone manner.
• Confidence making and receiving calls, including handling challenging customer conversations.
• Strong organisation skills, with the ability to multitask and prioritise a busy workload.
• The initiative to work independently, take ownership and see tasks through.
• A calm, empathetic approach to complaints, with the ability to remain composed under pressure.
• A high level of IT literacy and confidence learning new systems.
• The ability to work well both independently and as part of a team.
• Previous experience in customer service, complaint handling or coordination would be an advantage.

Pay: £25,420.00-£35,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Work from home

Work Location: In person