Senior Customer Service Coordinator

The next step in your career starts here... Permanent, Full-Time I Monday to Friday Rotating shifts 7:00am - 3:30pm and 8:30am - 5:00pm Career development and progression opportunities As the Senior Customer Service Coordinator at our Edinburgh branch, you'll play a key role supporting customers delivering major Portable Buildings projects. As a primary point of contact via phone and email, you'll manage a high-volume portfolio of work while supporting the Branch Manager and contributing to branch success through exceptional customer service, operational excellence and strong stakeholder relationships. This is an excellent opportunity for an experienced customer service professional looking to take the next step in their career. You'll act as an escalation point for complex enquiries, support and coach team members, and help drive positive outcomes for both customers and the branch. What you'll be doing Acting as the primary point of contact for customers via phone and email Supporting customers delivering major Portable Buildings projects Managing a high-volume portfolio of customer enquiries, hires and project-related activities Resolving complex customer requests and acting as an escalation point for branch enquiries Building strong relationships with customers and internal stakeholders to deliver outstanding outcomes Preparing quotes, hire agreements, purchase orders and branch documentation Coordinating equipment deliveries, transfers, changeovers and pickups Coaching and supporting Customer Service Coordinators, sharing knowledge and best practice Assisting with branch audits, compliance activities and stocktakes Promoting and maintaining a strong Safety First culture Contributing to branch performance, fleet utilisation and customer satisfaction targets What you’ll get in return We provide our team with a wide range of perks and benefits, including: Development and career progression pathways Flexible working options available—let’s discuss what works best for you Access to our employee discounts, benefits and wellbeing program Purchased additional leave program Novated leasing and salary sacrifice 12 weeks Paid Parental Leave in addition to government parental leave scheme Volunteering opportunities through the Coates Foundation What you'll bring to the role Experience in a high-volume customer service, administration or coordination environment Exceptional customer service and relationship management skills Strong communication skills, both written and verbal The ability to coach, support and share knowledge with others Confidence managing customer escalations and resolving issues Strong organisational skills and the ability to manage competing priorities A proactive, solutions-focused approach High attention to detail and administrative capability Intermediate Microsoft Office skills (Word, Excel and Outlook) Looking for more reasons to join Coates? At Coates, we know that people, organisations and communities thrive when everyone feels valued and included. We’re proud to be implementing our second Reconciliation Action Plan and are committed to improving gender representation. We also provide opportunities for growth through our leadership and development programs. But our impact doesn't stop there. Coates supports local and national charities through the Coates Foundation and invests in more sustainable equipment solutions to help create a greener future for all. Visit careers.coates.com to learn more about our values and opportunities. Unlock your next career opportunity – apply today! Diversity and inclusion are at the heart of our culture. Coates welcomes candidates from all backgrounds, experiences and perspectives to apply. Coates. Equipped for you.