About the Role:
Join a high-performing Warranty & Service team as a Customer Support Officer, where you will be the primary point of contact for two key customers. Manage enquiries across phone, email, and a ticketing system, ensuring fast, accurate, and proactive support at all times. You'll guide customers through warranty, service, and product-related questions, assist with basic fault diagnostics, process work orders and claims, and collaborate closely with internal teams and logistics partners.
Key Responsibilities:
* Act as the first point of contact for dealer warranty & service enquiries
* Provide basic technical phone support
* Troubleshoot and assist with fault diagnostics via phone and email
* Manage complaint resolution, ensuring issues are handled end-to-end
* Process work orders, warranty claims, and spare parts enquiries
* Maintain accurate data across service, CRM, and ticketing systems
* Liaise with logistics partners and advise consumers on suitable service locations
* Identify recurring issues and contribute to process improvements
Skills & Experience:
* Customer service, technical support, warranty/service, or related experience
* Strong written and verbal communication skills
* High accuracy, attention to detail, and strong organisational skills
* Comfortable across CRMs, ticketing systems & service/order tools
* Ability to read manuals, interpret information, and guide customers
* Calm, solutions-focused approach with the ability to manage challenging enquiries professionally
* Proactive, accountable, and comfortable owning tasks through to completion
About the Company:
A long-standing, well-respected manufacturer and supplier within their sector, recognised for quality products, innovation, and a genuinely supportive culture. You'll join a collaborative, friendly team that works closely with Sales Support and other internal departments. Training, product knowledge, and development support are readily available, with strong internal career progression pathways across multiple divisions.