Customer Service & After Care Co-ordinator

At Athena Work surfaces, we are specialists in the design, manufacture, and supply of premium-quality work surfaces. Built on craftsmanship, innovation, and exceptional customer service, we're proud to deliver outstanding products and experiences to customers across the UK.

As our business continues to grow, we're looking for a Customer Service & After Care Co-ordinator to join our dedicated team. This is an exciting opportunity for someone who enjoys solving problems, building customer relationships, and making a real difference to the customer journey.

As our Customer Service & After Care Co-ordinator, you'll be the key link between our customers and the business, ensuring every enquiry, order, and post-installation issue is handled professionally and efficiently.

From managing customer orders to coordinating remedial works and restoring customer confidence when things don't go to plan, you'll play a vital role in delivering an outstanding customer experience from start to finish.

Working closely with our Sales, Production, Logistics, Installation, and Operations teams, you'll ensure every customer receives the high standard of service Athena Work surfaces is known for.

• Be the first point of contact for customer enquiries via phone and email.
• Manage customer orders and provide updates throughout the process.
• Resolve delivery, installation, and order-related queries promptly.
• Liaise with Production, Logistics, Sales, and Installation teams to ensure seamless service.
• Maintain accurate customer records and documentation.
• Support the wider customer service team with general administration.

• Take ownership of all post-installation enquiries and remedial cases from start to finish.
• Coordinate remedial visits, ensuring engineers and installers have the correct information, materials, and tools before attending site.
• Keep customers informed throughout the resolution process, setting clear expectations and providing regular updates.
• Manage complaints professionally, restoring customer confidence and ensuring complete satisfaction before closing any case.
• Track every issue from initial contact through to successful resolution, minimising repeat visits and unnecessary delays.
• Record root causes for every remedial issue, helping identify trends and opportunities for continuous improvement.
• Monitor remedial costs and highlight avoidable failures to support improvements across the business.

We're looking for someone who genuinely enjoys helping customers and thrives in a fast-paced environment where organisation, communication, and attention to detail are essential.

You’ll ideally have:

• Previous experience in a customer service, aftercare, service coordination, or administrative role.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to manage multiple priorities.
• A proactive approach to problem-solving.
• High attention to detail and excellent record-keeping skills.
• Confidence using Microsoft Office and business management systems.
• The ability to remain calm and professional when managing customer concerns.
• Experience with in manufacturing, construction, kitchens, interiors, or a trade-related environment would be advantageous but is not essential.

At Athena, we believe exceptional customer service doesn't end at installation, it continues until every customer is completely satisfied.

• A supportive and friendly team environment.
• Opportunities for training and professional development.
• The chance to make a real impact within a growing and respected business.
• A varied role where no two days are the same.
• Competitive salary and benefits package.
• Private Health Care
• Increased Annual Leave after length of service

If you're passionate about delivering exceptional customer experiences, enjoy coordinating solutions, and take pride in seeing a job through to a successful conclusion, we'd love to hear from you.

Apply today and become part of the Athena Work surfaces team.