Full job descriptionAfter-Sales Assistant
Salary: £30,000 per annum
Hours: Monday to Friday, 9:00am – 5:00pm
Location: Office-Based
Reporting To: Operations Manager
About the Role
My client is seeking a proactive and customer-focused After-Sales Assistant to join their growing team. This is an excellent opportunity for someone with a plumbing / technical background and strong problem-solving skills who enjoys working closely with customers to deliver exceptional after-sales support.
As the primary point of contact for customers following product installation and delivery, you will play a key role in ensuring customer satisfaction, resolving technical issues, coordinating service activities, and supporting the ongoing performance of our products.
Key Responsibilities
Customer Support & Service Management
*Act as the main point of contact for customers following product delivery.
*Manage service requests, customer enquiries, complaints, and technical support queries via telephone and email.
*Ensure customer issues are resolved efficiently and professionally.
*Build and maintain positive customer relationships to support long-term customer satisfaction and retention.
Technical Support & Troubleshooting
*Diagnose and resolve mechanical, electrical, or software-related product issues.
*Provide remote technical assistance and troubleshooting support.
*Advise customers on product operation, maintenance, and best practices.
Spare Parts & Service Coordination
*Liaise with warehouse and internal teams to arrange replacement parts and service requirements.
*Maintain accurate records relating to spare parts, service activities, and customer interactions.
Documentation & Reporting
*Process and input service orders onto the ERP system, ensuring customer sales and purchase order information is accurately recorded.
*Produce service performance reports and assist with root cause analysis investigations.
*Identify recurring issues and trends to support continuous improvement initiatives.
What We’re Looking For
Technical Knowledge
*Plumbing experience or knowledge is highly desirable.
*Understanding of Root Cause Analysis (RCA).
*Ability to read and interpret technical drawings.
*Awareness of relevant safety standards and procedures.
Experience & Qualifications
*2–5 years’ experience in an after-sales, service engineering, technical support, or similar role.
*Previous experience in a customer-facing technical environment is preferred.
Key Skills
*Strong diagnostic and troubleshooting abilities.
*Excellent verbal and written communication skills.
*Customer-focused approach with a commitment to delivering outstanding service.
*Strong organisational and time-management skills.
*Ability to prepare clear technical reports and documentation.
*Flexibility to travel to customer sites when required.
Performance Measures
Success in this role will be measured against:
*Service response times
*First-time fix rates
*Customer satisfaction scores