Customer Service Coordinator R

Customer Service Coordinator

Location: Rayleigh, SS6

Contract: Temporary: 4 weeks, with the possibility of extension

Working hours: Monday to Friday, 8:30am-5:00pm

Break: One-hour unpaid lunch break

When the role begins: As soon as possible - interviews now!

The Role

We are looking for a professional and customer-focused Customer Service Coordinator to join a busy vehicle repair centre in Rayleigh. You will be the first point of contact for customers throughout their vehicle repair process, managing communication between customers, insurance companies and the workshop. You will provide regular progress updates, coordinate vehicle collections and deliveries, and ensure each customer receives a smooth and professional service. This is initially a four-week temporary contract, with the possibility of being extended.

Key Responsibilities

• Act as the main point of contact for customers throughout the repair process.
• Provide customers with progress updates at least every two days.
• Explain repair procedures, timescales and insurance processes clearly.
• Assist customers visiting the site and arrange appointments where necessary.
• Respond professionally to customer queries, concerns and complaints.
• Escalate more complex issues to the appropriate manager or central support team.
• Arrange the collection and delivery of completed vehicles.
• Coordinate courtesy vehicles when required.
• Liaise with customers, drivers, insurers, assessors, suppliers and workshop colleagues.
• Work closely with workshop, quality-control and valeting teams to monitor vehicle progress.
• Ensure vehicles are clean, prepared and ready for collection or delivery on time.
• Maintain accurate customer records, repair details and correspondence.
• Prepare quotations, invoices and job cards when required.
• Scan and process repair, collection, delivery and parts documentation.
• Ensure all records and communications comply with company policies, insurance requirements and UK GDPR.
• Proactively manage customer expectations and follow up after vehicle handover when required.
• Escalate any quality, safety or service concerns immediately.
• Complete other reasonable administrative or customer-service duties as required.

Skills and Experience

• Previous customer-service experience.
• Experience within the automotive, insurance or accident-repair sector would be advantageous.
• Excellent verbal and written communication skills.
• Strong organisational and administrative abilities.
• Confidence managing several priorities within a busy environment.
• A professional, friendly and calm approach when dealing with customers.
• Good attention to detail and accurate record-keeping skills.
• Comfortable working collaboratively with operational and workshop teams.
• IT literacy, including Microsoft Office and ideally experience using CRM or vehicle-repair management systems.
• A full UK driving licence would be desirable.

About You

You will be proactive, approachable and committed to delivering excellent customer service. You should be comfortable managing customer expectations, resolving problems and remaining professional under pressure.