Customer Service Coordinator

We are looking for a proactive, organised and customer-focused Customer Services Coordinator to join our team at Advanced Water Company.

With a reputation built on reliable service, professionalism and strong customer relationships, we pride ourselves on delivering a high standard of service in a fast-paced and ever-changing environment.

The successful candidate will play a key role in supporting our customers, managing enquiries and ensuring cases are progressed efficiently and accurately. This is an excellent opportunity for someone who enjoys working as part of a busy team, has strong communication skills and takes pride in delivering an exceptional customer experience.

Key Responsibilities

• Handling incoming customer enquiries professionally and efficiently, ensuring they are directed to the appropriate department where necessary.
• Managing and updating customer cases on the intranet system, ensuring information is accurate and cases are progressed through to completion.
• Maintaining regular communication with customers, providing updates and ensuring they are kept informed throughout the process.
• Preparing and managing customer returns documentation, including Goods Received Notes (GRNs), ensuring accuracy and attention to detail.
• Providing telephone support and call cover for the Sales Team when required.
• Working closely with colleagues across Customer Services, Sales and other departments to resolve queries and maintain high service standards.
• Prioritising workloads effectively in a fast-paced environment while maintaining accuracy and professionalism.
• Supporting the wider team to ensure the smooth day-to-day running of customer service operations.

About You

We are looking for someone who:

• Has excellent communication and customer service skills.
• Is confident handling customer enquiries over the telephone and via other communication channels.
• Is organised, methodical and has strong attention to detail.
• Can manage multiple tasks and prioritise effectively in a busy working environment.
• Has a proactive approach to problem-solving and enjoys working as part of a team.
• Is confident using computer systems and updating customer records accurately.
• Demonstrates a professional, positive and customer-focused attitude.
• Is adaptable, reliable and able to remain calm under pressure.

Experience in a customer service, sales administration or coordination role would be advantageous. Knowledge of the plumbing and heating industry would be beneficial but is not essential, as full training can be provided.

What We Offer

• The opportunity to join an established business with a strong reputation for service and professionalism.
• A supportive team environment.
• Training and development opportunities.
• A varied role within a busy and rewarding industry.
• The opportunity to make a real difference to the customer experience.

About Us

Advanced Water Company is built on a reputation of excellent customer service and technical support with specialist product knowledge in the unvented spares market. We are an omnichannel distributor with our customer base expanding right across the National Merchants Sector and Distribution Centres, Independent Plumbing & Heating Merchants as well as Tradesman, M&E Contractors and online through our consumer website.

We have consistently grown our market share in the industry with a continued objective of emulating this high level of service and technical support throughout the UK. To achieve this, we have committed ourselves to delivering consistent quality by establishing a Quality Management System that satisfies the requirements of ISO 9001:2015. Our goal is for Advanced Water to be the first company to call for any unvented spares enquiry.

Whilst providing quality products and services to our customers is vital to our business, we also pride ourselves on working to reduce our impact upon the environment and have now established an Environmental Management System to satisfy the requirements of ISO 14001:2015.

Our company ethos is to create a good, healthy working environment with teamwork and collaboration key for our continued success. Working to both ISO 9001:2015 and ISO 14001:2015 ensures staff development and reducing our environmental impact remain our key focus. Our staff are at the heart of what we do and with the company aiming to nurture and grow for many years to come, this will ensure future opportunities for career progression.

Advanced Water Company puts great emphasis on the importance of maintaining a healthy and happy working environment for staff. As part of this, the Company’s aim is to ensure all employees receive fair and equal pay and benefits that are reflective of the roles and responsibilities for each position within the organisation, as well as individual skillsets and relevant experience. The company also aims to make additional benefits available throughout each employee’s career to reward staff for outstanding performance, achievements and loyalty to the company.

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