Aftercare Coordinator

Platform Resourcing are currently working with a leading manufacturing company who are looking to expand their team by taking on an **Aftercare Coordinator**. The company offer a stable and friendly work environment with progression, personal development and a huge amount of support from colleagues. They have an excellent retention rate and are growing year on year.

**Aftercare Coordinator Benefits**:

- Salary of £24,000 with yearly salary reviews and 10% annual bonus
- Hours are Monday to Friday 9am - 5pm but can be flexible (e.g. 8am to 4pm, 8.30am to 4.30pm)
- Hybrid working after completion of training, 2 days per week from home
- Yearly bonus up to 10% of annual salary based on company performance (paid in April)
- Permanent, stable role within a growing organisation during an exciting period of expansion
- 24 days holiday plus 8 bank holidays with Christmas shutdown
- Death in Service scheme
- Pension, 4% employee + 5% employer
- Company Events
- Long Service Awards, award given from 5 years on in 5 year increments
- Brand New State of the Art Offices and Free Parking

**Aftercare Coordinator Duties and Responsibilities**
- Responsible and accountable for reacting to all customer live site claims
- Ability to resolve claims from start to finish and communicating resolution to customer accordingly
- Ability to log a claim, save files to the claim and add regular updates
- Ability to identify and prioritise live site claims
- Recognise the claims that the company are liable for against the ones that have been caused by the customer
- Adhering to departmental KPI's in relation to live site claims
- Ensure all credits raised are within company's agreed policy and process
- Ability to feedback all root cause analysis to relevant Manager's and put in place relevant corrective actions
- Ensure all customer interactions are recorded on our In-House system
- Coordinate day-to-day activities with other departments and escalate any critical issues Inc (non-combined/incomplete order checks etc.)
- Make offers to customers if the fault is 50/50 as part of a commercial settlement
- Confidence to reject a claim in full based on a claim investigation

**Aftercare Coordinator Essential Experience/Qualifications**
- Experience within a fast paced customer service/ administration based role
- Claims, complaints or warranty experience would be highly beneficial within building insurance/ motor trade or manufacturing
- Experience in processing information and collating data
- Excellent telephone manner, confident to communicate with customers and handle complaints
- I.T. Literate in Microsoft Packages including Word, Outlook and Excel - Knowledge of SAP is very desirable
- Professional telephone manner
- Organised, systematic and precise
- Ability to work under pressure and use own initiative
- Able to use own initiative

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