Customer Care Administrator

Customer Care Administrator – Plumbing & Heating

Job Purpose

To be the first point of contact for customers, providing efficient and professional administrative support across the business, handling enquiries, scheduling works, and ensuring a high standard of customer satisfaction throughout every interaction.

Key Responsibilities

Customer Service & Communications

• Answer inbound calls and emails from customers, contractors, and suppliers in a professional and timely manner.
• Handle customer enquiries relating to new installations, servicing, repairs, and breakdowns.
• Manage customer complaints empathetically and efficiently, escalating where necessary.
• Follow up on completed jobs to ensure customer satisfaction and gather feedback.
• Maintain a positive company image through all customer-facing communications.

Scheduling & Coordination

• Book and schedule engineer and installer appointments across domestic and/or new build work.
• Coordinate job allocations with field-based engineers, ensuring efficient routing and diary management.
• Communicate job details, site access requirements, and any special instructions to engineers.
• Reschedule appointments as needed due to cancellations, delays, or emergencies.
• Manage and update job management software (JobWatch).

Administration

• Raise purchase orders, job sheets, and work completion certificates.
• Process and file Gas Safe certificates, service records, and warranties.
• Maintain accurate customer records and update the CRM/database.
• Support the invoicing process by ensuring job information is accurate and complete prior to billing.
• Assist with any general office administration as required by the management team.

Compliance & Documentation

• Ensure all paperwork relating to gas safety, landlord certificates, and service records is correctly filed.
• Support the team in meeting regulatory and audit requirements.
• Handle sensitive customer data in line with GDPR requirements.

Person Specification

Essential

• Previous experience in an office-based customer service or administration role.
• Excellent telephone manner and written communication skills.
• Strong organisational skills with the ability to prioritise and multitask.
• Competent with Microsoft Office (Word, Excel, Outlook).
• A calm and professional approach when handling complaints or difficult customers.

Desirable

• Experience working in a trades, construction, or facilities management environment.
• Familiarity with job management software (e.g. JobWatch, Commusoft, Joblogic, SimPRO).
• Knowledge of gas safety regulations, landlord compliance, or heating systems.
• Experience with invoicing or basic accounts processes.

Working Conditions

• Office-based, Monday to Friday (hours to be confirmed).
• Occasional requirement to support out-of-hours or emergency call handling (if applicable).
• Salary dependent on experience.