Aftercare Service Adviser

Posturite is the UKs largest ergonomics and workplace adjustments company helping our clients create happier, healthier, more active workspaces at home and at the office.

Posturite works with a wide range of clients in various sectors including Finance, Professional Services, Central Government, NHS, and retail. We support many of the worlds leading organisations.

Through science-backed technology, education and consultancy, our mission is to change the way people feel at work for the better. At Posturite we're proud to be Business Charity Award winners for 2024, recognising the commitment we give to our partnership with the Stroke Association charity

The Role:

Our Aftercare Teamat Posturite is a collaborative group that includes the Warranties team, Appointment coordinator, and Field Staff Technicians. Together, we work seamlessly to deliver exceptional aftercare services, ensuring the highest level of customer satisfaction and service quality.

As an Aftercare Service Advisor, you will play a key role in managing and coordinating follow-up services related to office furniture setups and repairs. Your responsibilities will primarily involve creating appointments for new service requests, addressing general appointment inquiries, and ensuring that all appointment details for our technicians are accurate, up-to-date, and well-organized.

This remote role offers the opportunity to build strong relationships across the business, as your work is integral to the success of our services. You will support a team of 10 field technicians, optimizing their daily routes and ensuring they have clear, concise, and complete information for each appointment. This preparation enables our technicians to resolve customer issues quickly and efficiently while on-site, helping us maintain a high standard of service.

• To effectively work within appointments to allocate resources efficiently and effectively.
• Review the diaries to assess and sense check routes, make changes where necessary to improve efficiency.
• Ensure all appointment information and related order details are present and accurately recorded on the required systems.
• Ensure that all appointments are booked to meet agreed timescales.
• Escalate non-standard situations and difficult cases to the Line Manager promptly.
• Support the Aftercare teams in engaging and building strong relationships with customers and Posturite staff through regular communication.
• Support the Projects team in allocating and reserving resource.
• Use of initiative to pre-empt and solve issues.
• Answer all internal and external contact promptly ensuring the enquiry is resolved professionally, or where necessary, directed to the appropriate department.
• Regularly update customers on the progress of their enquiry and see it through to completion.
• Deliver the expected daily individual work statistics to the Line Manager and support the customer service and warranties teams in achieving all objectives.
• Follow policies and procedures consistently and diligently, reporting any breach to your Line Manager &Complete any other related tasks as directed.

Key Responsibilities:

• A Team Player focused on providing the best outcomes for both internal and external clients.
• Accurate and fast keyboard skills
• Excellent verbal and written communication skills
• Methodical approach resulting in minimal errors
• Strong organisation skills
• Ability to use own Initiative
• Complete daily / weekly management tasks

What you'll bring:

• Previous experience of appointment scheduling/diary management
• A desire to provide a quick resolution to any outstanding issues
• An upbeat attitude contributing to the maintaining of a positive environment to work within
• Excellent time management skills

The Recruitment Process:

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. There may be times when the volume of applications means we cannot take all eligible candidates to interview.

We encourage you to tell us about any reasonable adjustments you may need by emailing the HR department.

Remember, you only need to share what you are comfortable to for us to support your request.

Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.

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