Installation & Customer Care Coordinator

Location: Home Based
Department: Customer Service
Job Types: Full-time, Permanent


Roundel engage in the design, manufacture, supply and installation of affordable and luxury fitted furniture. The success of the company is based upon a policy to provide customers with a personal and professional service together with the flexibility to respond quickly to changes in market and customer trends.

We currently have a position within the Customer Service department for a Installation & Customer Care Coordinator.

Job Purpose

Provide admin support for the RCM. Answer calls and emails from builders on sites and customer care departments preparing quotations and ordering foc and chargeable products. Coordinate deliveries and installations with site and homeowners.

Main Duties
  • Providing polite and professional service to each and every customer
  • Understanding and establishing if requests fall under the warranty agreement or are chargeable
  • Consistently checking and progressing cases to ensure workloads are meeting expectations and deadlines
  • Making proactive weekly calls and reports to site managers and the housebuilders Customer Care team
  • building and maintaining internal and external relationships
  • Being able to professionally deal with challenging telephone calls and see through to conclusion
  • Regularly reviewing performance against KPI’s
  • Raising homeowner enquiries on internal and customer systems
  • Processing orders and defects whilst ensuring that deadlines and service levels are achieved
  • Dealing with buyers, quoting prices and ensuring correct procedures are followed with reference to customer ordering and pricing
  • Reviewing and establishing the root cause of issues bought to your attention
  • Supporting the field-based team and working alongside other teams within the business
  • General administration duties
Jobholder Requirements
  • Previous experience in customer services not required as full training is given
  • Willing to learn and develop
  • The ability to communicate effectively and professionally over the phone and email
  • Strong organisational skills
  • A keen eye for detail as accuracy is important
  • Strong IT skills
  • A proactive approach to problem solving
  • Capability to work to team and individual targets
  • Being able to manage your own workload in order of priority
  • Excellent timekeeping and time management skills
  • Able to work under pressure in a fast-paced environment
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