Customer Care Co-ordinator

Job Title: Customer Care Co-ordinator

Location: NIBE UK HQ, Chesterfield

For over 70 years, NIBE has manufactured energy-efficient and sustainable climate solutions. We combine renewable energy with new smart technology to offer effective solutions to create a more sustainable future. Our wide range of products, including heat pumps, provides heating, cooling, ventilation and hot water systems to provide a perfect indoor climate with minimal impact on nature.

The Role

This is an 'in person' role based at our Chesterfield Office, reporting into the Team Leader. This job is NOT suitable for home working - please do not apply if you do not want to work in the office environment

Responsibilities

• Answer customer enquiries over the telephone and email, directing them to the appropriate response team.
• Enter all customer information and correspondence onto a CRM database.
• Handle complaints, referring to a manager if necessary.
• Promote servicing contracts.
• Follow up service plan inquiries and quotations to convert to sales.
• Administer and set up service contracts.
• Take credit card payments.
• Process orders for units and spares, allocate stock and generate pick requests on the warehouse.
• Process warranty claim actions in a timely manner, arranging dispatch of any parts required.
• Booking in engineers to attend warranty repairs and servicing.
• Liaise with the Supply Chain Co-Ordinator on ordering urgent stock from our suppliers and communicate to customers.
• Daily plans for engineer diaries to ensure a manageable workload balance to meet customer demand throughout the year.
• Organise and maintain stock levels for Field Service Engineers using parts from their vans.
• Identify spare parts through exploded drawings.
• General office duties.

What will you bring?

• Excellent IT, organisational and communication skills
• A Strong customer focus with a can-do attitude with a genuine interest in helping and supporting customers.
• A polite and friendly attitude.
• The ability to work as part of a close-knit team, whilst having the confidence to handle issues independently and remaining calm under pressure.

What will we offer you?

• Competitive salary
• 33 days annual leave (including bank holidays) increasing with length of service.
• Company Salary Sacrifice pension scheme
• Private Health Insurance with Employee Assistance/Wellbeing Programme
• Life insurance 3 x salary.
• Critical illness cover.
• Company social events
• Office hours: 08.30 - 17.00 Monday to Thursday and 08.30-16.00 Friday
• Comprehensive induction programme including full, job-related training

Job Type: Full-time

Pay: £26,000.00-£28,000.00 per year

Additional pay:

• Yearly bonus

Ability to commute/relocate:

Chesterfield, S41: reliably commute or plan to relocate before starting work (preferred)

If you think you match this criteria and would like to apply for this position to be part of a rapidly growing and exciting business, please send your CV to vacancies@nibe.co.uk.