Service Request

4 days ago

Leicester LE AW, United Kingdom MDK Office Seating Full time

Company Overview

MDK Office Seating Limited has proudly specialised in the in-house design and UK-based manufacturing of high-quality office and commercial seating since 1995.

Located in Leicestershire, our facilities handle every stage of production—from frame construction to upholstery and final assembly. We take pride in ensuring that all our design and manufacturing processes are carried out entirely in the UK.

Our mission is simple: total customer satisfaction.

Job Description

We have an exciting opportunity for a Service Request & Warranty Assistant to join our team. In this role, you will manage customer service requests and warranty claims from start to finish—ensuring timely triage, accurate diagnostics, and effective resolution. You'll work closely with internal teams to maintain high service standards and deliver an outstanding customer experience.

If you're organised, detail-oriented, and enjoy problem-solving, we'd love to hear from you.

Main Roles and Responsibilities

Service Request Management

  • Receive and process customer service requests and warranty claims.
  • Log and track all requests accurately in the system.
  • Prioritise and triage cases based on urgency and impact.

Diagnostics & Resolution

  • Investigate reported issues and identify root causes.
  • Coordinate with technical and production teams to determine solutions.
  • Arrange repairs, replacements, or alternative resolutions as required.
  • Communicate progress and outcomes clearly to customers.

Customer Communication

  • Provide timely updates to customers throughout the process.
  • Handle queries and complaints professionally and empathetically.
  • Ensure all interactions reflect the company's commitment to quality service.

Reporting & Compliance

  • Maintain accurate records of service requests and warranty claims.
  • Prepare reports on trends, recurring issues, and resolution times.
  • Ensure compliance with company policies and warranty terms.

Essential and Desirable Skills

· Strong organisational and time-management skills.

· Excellent communication and problem-solving abilities.

· Proficiency in Microsoft Office Business Central and CRM systems.

· Ability to work under pressure and manage multiple cases.

· Previous experience in customer service or warranty management is desirable.

Company Benefits

· Bonus and Incentive Scheme

· Day off for birthdays

· Free onsite parking

· Company pension scheme

· Possibility for growth within the company

· 28 days holiday including bank holidays

· Extra time off during Christmas/New Years period

Job Types: Full-time, Permanent

Pay: £25,000.00 per year

Benefits:

  • Additional leave
  • Company pension
  • On-site parking

Work Location: In person

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