Aftersales Representative - Homes

Swift Group Limited
- Hull

Logistics

Full time

Permanent

Join Team Swift and play a key role in delivering an exceptional aftersales experience for our Holiday Home customers. Swift is looking for a proactive and customer-focused Account Representative to join our Holiday Home Aftersales team.

As one of the UK's leading leisure vehicle and holiday home manufacturers, we understand that delivering an excellent customer experience doesn't stop when a product leaves our factory. Our Aftersales team plays a vital role in supporting our network of dealers and holiday parks, ensuring warranty claims, technical queries and customer concerns are managed efficiently and professionally.

Reporting to the Aftersales Manager, you will take ownership of your own dealer and park accounts, building strong working relationships and providing a consistent, reliable point of contact.

This is a varied and fast-paced role where no two days are the same. From reviewing warranty claims and coordinating replacement parts to resolving complex queries and working alongside our field engineering teams, you will play an important part in ensuring our customers receive the support they need.

As our Account Representative – Holiday Homes, your responsibilities will include:

Managing incoming warranty claims, reviewing information and making informed decisions in line with Swift's warranty guidelines and procedures.

Taking ownership of dealer and holiday park accounts, building positive relationships and ensuring enquiries are handled professionally and efficiently.

Managing your own workload through our Zendesk system, ensuring queries and claims are resolved within agreed service levels.

Liaising with suppliers regarding warranty decisions, challenging rejected claims where appropriate and escalating concerns when required.

Identifying replacement parts using online catalogues and working closely with our internal Bill of Materials (BOM) team.

Coordinating and monitoring the timely despatch of replacement parts to dealers and holiday parks.

Communicating regularly with dealers, parks, our Sales team and Field Engineering Scheduler to provide progress updates and agree action plans.

Proactively following up on outstanding issues to ensure customers are kept informed and resolutions are achieved.

Maintaining accurate and up-to-date information within our Connect system and supporting dealers with system and process training.

Supporting dealer and holiday park visits, including factory tours and Connect training.

Identifying recurring warranty concerns and escalating trends to support continuous improvement.

Working collaboratively with colleagues across the business to deliver a seamless aftersales experience.

We are looking for someone who enjoys building relationships, solving problems and taking ownership of their workload.

You will be confident communicating with customers and internal departments, comfortable making decisions and able to remain organised when managing competing priorities.

To be successful in this role, you will need:

Previous experience in internal account management, customer service or a similar customer-facing environment.

Strong communication and interpersonal skills, with the confidence to build effective relationships with a variety of stakeholders.

Excellent organisational skills and the ability to manage multiple enquiries and priorities simultaneously.

A proactive approach to problem-solving, with the ability to think on your feet and make informed decisions.

Good working knowledge of Microsoft Office.

Strong attention to detail and the ability to maintain accurate records.

A positive, team-focused attitude and a commitment to delivering…