Customer Care Representative

We are seeking an outstanding Customer Care Representative to support our client's team based in Warrington. 

This is a fast-paced role critical to the UK Service Team's success, it requires excellence in customer care, strong relationship building, accuracy, attention to detail and the ability to prioritise workload.  

Working to KPI's and service budgets, the role will be supporting the requirements of internal and external customers, processing and maintaining accurate maintenance records onto the ERP system, whilst providing administrative support to the UK Fleet of Engineers, including planning & dispatching engineers to jobs where required.

Representatives are required to keep track of the WIP reports (Work In Progress) and manage a busy telephone and email service used to log breakdown calls from our vast client base across the UK.    They should be equipped with an excellent Customer Care mantra which involves them going the extra mile to accommodate the needs of the customer.

Customer Care 

• Build relationships and maintain regular contact with customers, keeping them fully updated in relation to all open work orders for their site


• Receive service repair and maintenance requests from customers and enter into in-house software.


• Management of open work orders, ensuring all customer SLA’s are met. 


• Report any non-compliance issues to Management. 


• Process equipment repair information into in-house software. 


• Regular monitoring of service dashboard to ensure WIP is processing within targets.


• Review automatically generated daily clocking reports relating to technician time clocking, and make any required adjustments.


• Verify all labour and part items are present on work orders, and generate accurate invoices.


• Enter PM agreements into in-house software for scheduling and update as necessary.


• Daily review of all outstanding estimates on in-house software, and regular communication with customers to bring these to a satisfactory conclusion.


• Review and resolve any invoice queries in line with the company’s 5 day handling time.


• Regular handling of incoming emails to the generic Customer Care email address.

Person Specification

• A high level of Customer Care and a strong administrative background is required.


• Excellent communication skills both written and verbal and a fantastic telephone manner are essential.


• Attention to detail with good organisational skills and the ability to prioritise workload


• Experience gained within a similar role is desirable.


• This position requires excellent IT skills with an ability to learn new procedures.


• Fully IT literate with a good knowledge of Word and Excel  


• The Customer Care Representative will have the ability to work on their own initiative, towards sets targets, whilst also maintaining a good team work ethic.

Hours are 37 hours

Monday to Thursday – 09:00 am to 5:30 pm or 8:00 am to 4:30 pm with one hour for lunch.

Friday – 08.00 am to 4:00 pm or 9:00 am to 5:00 pm with one hour for lunch.

This is a full-time office based role, there is no flexibility for hybrid or home-working 

circ £26k

Excellent benefits inc 25 days hol + bank hols 

Horizon Recruitment Solutions Ltd are an equal opportunities employer and is acting as a recruitment agency concerning this vacancy