Customer Care Administrator

Customer Care Administrator – Plumbing & Heating Job Purpose To be the first point of contact for customers, providing efficient and professional administrative support across the business, handling enquiries, scheduling works, and ensuring a high standard of customer satisfaction throughout every interaction. Key Responsibilities Customer Service & Communications * Answer inbound calls and emails from customers, contractors, and suppliers in a professional and timely manner. * Handle customer enquiries relating to new installations, servicing, repairs, and breakdowns. * Manage customer complaints empathetically and efficiently, escalating where necessary. * Follow up on completed jobs to ensure customer satisfaction and gather feedback. * Maintain a positive company image through all customer-facing communications. Scheduling & Coordination * Book and schedule engineer and installer appointments across domestic and/or new build work. * Coordinate job allocations with field-based engineers, ensuring efficient routing and diary management. * Communicate job details, site access requirements, and any special instructions to engineers. * Reschedule appointments as needed due to cancellations, delays, or emergencies. * Manage and update job management software (JobWatch). Administration * Raise purchase orders, job sheets, and work completion certificates. * Process and file Gas Safe certificates, service records, and warranties. * Maintain accurate customer records and update the CRM/database. * Support the invoicing process by ensuring job information is accurate and complete prior to billing. * Assist with any general office administration as required by the management team. Compliance & Documentation * Ensure all paperwork relating to gas safety, landlord certificates, and service records is correctly filed. * Support the team in meeting regulatory and audit requirements. * Handle sensitive customer data in line with GDPR requirements. Person Specification Essential * Previous experience in an office-based customer service or administration role. * Excellent telephone manner and written communication skills. * Strong organisational skills with the ability to prioritise and multitask. * Competent with Microsoft Office (Word, Excel, Outlook). * A calm and professional approach when handling complaints or difficult customers. Desirable * Experience working in a trades, construction, or facilities management environment. * Familiarity with job management software (e.g. JobWatch, Commusoft, Joblogic, SimPRO). * Knowledge of gas safety regulations, landlord compliance, or heating systems. * Experience with invoicing or basic accounts processes. Working Conditions * Office-based, Monday to Friday (hours to be confirmed). * Occasional requirement to support out-of-hours or emergency call handling (if applicable). * Salary dependent on experience