Customer Coordinator

Customer Coordinator

Location: Haydock – Office based with parking on site

Employment type: Full Time - Permanent

Working Hours: Monday to Friday

What’s in it for you…

We believe in looking after our people, and it shows. When you join Ipsum, you’re not just taking a job — you’re starting a career with real support behind it.​ 

• 20 days annual leave plus Bak holidays
• Option to buy 5 more holidays
• Group Personal Pension Plan
• Career development & progression with the opportunity to earn professional qualifications
• 24/7 access to a virtual GP​ and Mental health support & counselling services​ 
• Cycle to Work scheme​ 
• Discount club - supermarkets, phone bills, gyms & more​! 
• Life assurance cover​ 
• Long service recognition​ 
• Enhanced Maternity Pay
• Active local social committees​ 
• Regular social events​ 
• Paid volunteering opportunities in your community​ 

About the role…

Working in the Planning team, you will be responsible for managing all customer impacted work.  A point of escalation for both customers and clients, dealing with phone calls, emails and work management systems.  Required on occasions to complete root cause analysis for customer related issues.

You will develop an understanding of the reporting needs, using your expertise to provide an efficient reporting and looking for continual improvement areas relating to customer service.

Reporting to the Planning Manager you will be able to confidently manage a busy workload on your own initiative and will adopt a flexible approach to your working day.

As a Customer Coordinator you will…

• Deal with all Customer Appointment work, setting and managing customer expectations
• Ensuring that all information is correctly provided to the Site Engineers for any customer related work
• Call Customers with complaints and manage their journey until all works are actioned or completed. Provide assistance, support, and guidance on all customer related issues as they arise.
• To be the focal point for all customer Complaints and customer callbacks where required
• Maintain regular liaison and communication with the Operations Supervisors and Site Engineers to ensure all customer related work is completed as promised
• To answer all phone calls and emails within the agreed timeline and to ensure callbacks and customer promises are adhered to
• To manage all cases from beginning to completion
• Maintain work management systems, both internal and external, ensuring all customer information is accurate
• Always establish good relationships and communication and resolve issues and early resolution of any potential problems.

About you…

This role requires strong IT skills to produce and share management spreadsheets, reports, and plans, along with the ability to communicate clearly and work effectively to deadlines in a fast-changing environment. Candidates should have proven experience in a customer-focused role, be professional with strong verbal and numerical skills, hold a valid driving licence, and ideally have experience in the utilities industry.

Our commitment to Equal Opportunities...

We’re proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences, and we’re committed to building a diverse and inclusive workforce. 
Before applying, please review our Privacy Policy to understand how we process your data in line with GDPR. 

Next steps...

If you’re interested in this opportunity, please apply or reach out to the Talent Team for more info!