Customer Service Operations Coordinator

Company Description VHL MECHANICAL - Village Heating Ltd is a leading national provider of plumbing, heating, and electrical services, supporting both residential and commercial clients across South East England. With nearly thirty years of experience, the company has grown into a fully equipped team of over 150 staff members dedicated to delivering high-quality service and reliable solutions. VHL is qualified to carry out first-rate plumbing, bathroom installations, and heating services, as well as offering specialized electrical expertise. The company works closely with housing associations, local councils, and a wide range of private sector clients, including schools, hotels, care homes, and commercial buildings. This broad customer base offers team members exposure to diverse environments and service needs. Role Description The Customer Service Operations Coordinator is a full-time, on-site role based in Maidenhead, responsible for overseeing daily customer service activities and ensuring smooth operational workflows. This role involves coordinating incoming service requests, scheduling and prioritizing jobs, and liaising with engineers and office staff to keep customers informed about appointments and progress. The coordinator will handle telephone and email inquiries, resolve customer issues, and monitor service quality to support a consistent, positive customer experience. Additional responsibilities include maintaining accurate records in company systems, preparing reports on customer service performance, and identifying opportunities to improve processes. The role requires close collaboration with internal teams to support efficient service delivery across plumbing, heating, and electrical operations. Qualifications

• Demonstrated ability to deliver strong Customer Service and Customer Support in a fast-paced environment.
• Experience enhancing Customer Satisfaction and Customer Experience through proactive communication and problem-solving.
• Excellent Communication skills, including clear verbal and written interaction with customers and team members.
• Strong organizational and coordination skills, with attention to detail and accurate recordkeeping.
• Proficiency with common office software and customer management systems (e.g., CRM or scheduling tools).
• Experience in service-based industries such as plumbing, heating, electrical, or facilities management is beneficial.
• Ability to work on-site in Harrow Wealdstone area, collaborate effectively with a diverse team, and manage priorities under time pressure.
• Relevant education or training in customer service, business administration, or operations coordination is an advantage.