Sheridan Lifts are looking for an experienced individual with the skill set to support and develop the day-to-day process within our Projects department. The individual must be efficient organised and motivated to form part of an established team. Working for one of the largest independent Lift business’ in the UK, providing a whole host of vertical transport solutions to construction and end users.
The Aftercare coordinator will be responsible for maintaining client relationships after the lift has been installed. This is from completion of the project to the end of the defect’s liability period. They will manage maintenance contracts with an aim to retain the customers after the DLP.
Using initiative to rapidly resolve problems in an efficient manner, often working under tight timescales.
The Role:
- Building rapport with clients and providing a friendly, helpful customer service
- Obtain end user details
- Issuing new lift contracts in a timely manner + add to CRM
- Tracking contracts coming to an end and offering a new service contract
- Working closely with Project Managers, Coordinators, engineers and Service department to provide updates to clients
- Reporting into management on escalations
- Track expiring sim cards to renew or cancel
- Working across multiple spreadsheets / schedules in an efficient and organised manner
- Logging and tracking all aftercare call outs and issuing reports
- Logging and maintaining a detailed tracker of all support requests
- Allocate engineers for technical visits
- Ordering Spare parts where required to ensure service level agreements are met.
- Manage Spare Part/ Warranty Replacement returns
- Managing supplier invoices regarding warranty parts and updating the analysis.
- Updating internal CRM system with information
- Ensure the correct parts and quantities of parts are in the warehouse as and when required, and to order replacements if needed
- Cleanse the CRM and Filing systems to ensure consistent data
- Ensure servicing on new installs are being carried out
- Updating financial status on CRM system
- Review contracts retained and lost
- Any additional co-ordination or administration tasks
Requirements:
- Industry Experience: An understanding of the UK lift industry.
- Exceptional communication and interpersonal skills to manage client relationships and be an effective team member.
- Proficient in use of CRM systems and other IT tools.
- Strong organisational skills with the ability to prioritise tasks effectively.
- Excellent data entry skills with attention to detail to ensure accuracy in client records.
- Strong communication skills, both verbal and written, with a focus on professional phone etiquette.
- Ability to work independently as well as part of a team in a fast-paced environment.
- A compassionate approach towards clients with an understanding of their needs.
What we offer:
- Continuous development and career growth.
- Death in service benefit, with access to bereavement counselling.
- 24 days plus 8 bank holidays, increasing with length of service.
- Employee Engagement Hub with access to discounts at over 100 top retailers and hospitality venues.
- Access to on demand GP appointments and counselling sessions, for all members of your household.
Job Type: Full-time
Benefits:
- Company pension
- Referral programme
- Store discount
Schedule:
- Monday to Friday
- Salary – £25 – £30,000K
Work Location: In person