UK Customer Service FTC

Job Purpose

• To uphold and be a custodian of Quartix’s company values.
• To provide an excellent customer experience by managing customer accounts, coordinating installations, processing customer requests, and ensuring all customer interactions are handled accurately, professionally, and within agreed service levels.
• To support business growth through proactive management of installations, forecasting activities, and customer account administration.

Responsibilities

• Create and maintain customer records on the MDB system.
• Coordinate and ensure all sales and installations are booked and completed in full, maximising opportunities within the forecast.
• Manage requests for additional units and repeat orders, including preparing quotations and associated paperwork.
• Ensure all customer communications and actions are accurately recorded within the MDB.
• Coordinate unit removals, relocations, moves and reinstallations.
• Create installation purchase orders for engineers, ensuring all relevant information is included, such as vehicle registration numbers, vehicle make and model, and any specific installation instructions.
• Manage cover transfer paperwork and ensure all documentation is completed accurately.
• Process account re-signs and provide general account management for customers with 150 units or fewer.
• Carry out ad hoc demonstrations when required, ensuring a good understanding of the Company’s systems and services.
• Process disconnections and support account reconciliation activities.
• Maintain an up-to-date knowledge of current pricing and ensure quotations and customer information reflect the latest rates.
• Process company name changes and other customer account updates.
• Proactively monitor and chase the forecast to ensure opportunities and installations remain on track.
• Chase outstanding provisional paperwork and Direct Debit (DD) information where required.
• Answer and action inbound customer calls professionally and efficiently.
• Manage and prioritise your own inbox, ensuring emails and customer enquiries are responded to within appropriate timescales.
• Deliver consistently high standards of customer service across all interactions.
• Undertake additional ad hoc tasks and responsibilities as required by the Company.

Skills and experience

• Excellent customer service skills with a customer-focused approach.
• Strong verbal and written communication skills.
• Ability to build positive relationships with customers and colleagues.
• Excellent organisational and time management skills.
• Ability to manage multiple priorities effectively in a fast-paced environment.
• Strong attention to detail and accuracy when processing customer information and documentation.
• Competent IT skills and confidence using customer management systems and Microsoft Office applications.
• Ability to remain calm, professional, and effective under pressure.
• Demonstrates initiative and takes ownership of customer enquiries through to resolution.

Essential

• Previous experience in a customer service, customer support, account administration, or similar customer-facing role.
• Experience managing customer enquiries via telephone and email.
• Experience handling administrative processes accurately and within deadlines.

Desirable

• Experience working with CRM or customer database systems.
• Experience coordinating installations, scheduling activities, or processing customer account changes.
• Experience within a subscription-based or service-led business environment.

Knowledge and qualifications

Essential

• Good standard of education, including English and Mathematics.
• Sound understanding of customer service principles and best practice.

Desirable

• Knowledge of vehicle tracking, telematics, or fleet management services.

About you

• Highly organised and self-motivated.
• Customer-focused with a commitment to delivering excellent service.
• Positive and professional attitude.
• Adaptable and flexible in response to changing business priorities.
• Proactive approach to problem solving and continuous improvement.
• Strong team player who willingly supports colleagues and contributes positively to team objectives.
• Trustworthy and dependable with a high level of personal accountability.

What is in it for you?

Your Rewards and Savings

• Competitive salary (and bonuses for certain roles)
• 5% employer contribution to company pension through Royal London
• 33 days holiday (25 days annual leave plus 8 bank holidays FTE)
• Opportunity to buy or sell annual leave (up to 5 days FTE)
• Free onsite parking
• Discounts on big brands and gym memberships

Your Health and Wellbeing

• Employer-paid cash health plan
• Paid sick pay
• Employee Assistance Programme (EAP)
• Online GP 24/7 via Telephone or Email
• Free eye tests and prescription glasses (for VDU use)
• Cycle to Work scheme
• Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit

Your Friends and Family

• 2x Salary life assurance cover
• Enhanced maternity and paternity leave
• Staff Social Events
• Refer-a-Friend scheme

Your Career and Professional Development

• Regular training and development
• We are dedicated to promoting from within, wherever possible
• Long service awards
• Opportunity to work as part of a great team, dedicated to customer service excellence

Interested in this role?

To register your interest, please complete the fields below and attach your CV and cover letter.

Please note that you must have the right to work in the region that this job is listed in.