About Us

Kingspan Smart Monitoring is a global leader in on-site tank monitoring systems, driving innovation in the sector for over 20 years. We are dedicated to providing advanced solutions that enhance efficiency and sustainability.

We are seeking a Customer Service Executive to support our retail customer base. This role involves diagnosing and resolving customer issues while delivering outstanding service via phone and email.

Key Responsibilities

Customer Support & Issue Resolution

Respond promptly to customer inquiries via phone, email, and help desk in accordance with our Customer Service Guidelines.
Listen actively to customers, demonstrating empathy and understanding.
Diagnose and resolve customer issues efficiently, ensuring satisfaction within agreed timelines.
Support customers with hardware and software-related queries, providing guidance and troubleshooting assistance.
Identify trends in customer and technical issues and report insights for continuous improvement.

Service & Relationship Management

Proactively communicate with customers and clients to ensure timely resolution of queries.
Build strong, professional relationships with customers and key partners.
Liaise with internal teams, including production, transport, scheduling, and service engineers, to coordinate timely order dispatches and site visits.
Provide technical training and advice to users regarding hardware and software systems.

Sales & Business Growth

Promote and upsell Kingspan Sensor products where appropriate.
Help expand and maintain our connected retail tank network.
Support aftersales operations by identifying and addressing customer needs.

Systems & Process Management

Accurately manage and update customer records using our ERP, software, and helpdesk systems.
Collaborate with field engineers to ensure efficient job completion and knowledge sharing.
Work towards achieving key performance indicators (KPIs) and targets set by management.
Carry out additional tasks as required by the management team.

Qualifications & Experience

Essential:

Five GCSEs (or equivalent), including English and Maths.
Proven experience in a customer service role, preferably within a helpdesk or call center environment.
Strong IT skills, particularly in Microsoft Office and Excel.

Desirable:

Degree in an IT-related field.
Technical experience with hardware and software solutions.
Previous experience in sales or aftersales support.

Key Skills & Competencies

Excellent verbal and written communication skills with a professional telephone manner.
Strong customer focus with the ability to build and maintain relationships.
Ability to manage information accurately and efficiently.
Strong organizational and planning skills with the ability to work under pressure.
A proactive, solution-focused approach with the ability to work independently and as part of a team.

Why Join Kingspan?

Career Growth: Access to career development programs and internal job opportunities for personal and professional advancement.
Hours: Continental shift pattern
Training & Development: Ongoing technical training to enhance your skills and qualifications in your role.
Mentorship: Receive support and guidance from senior leaders and technical experts to help you progress in your career.
Team Culture: Be part of a collaborative, supportive, and inclusive team environment.
Health & Wellness Benefits: Discounted gym memberships, eye tests, and access to virtual health services.
Financial Security: Attractive pension plans and life assurance up to four times your salary.
Employee Perks: Employee discounts, Cycle to Work Scheme, referral bonuses, and more.

This is a hybrid role 3 days a week and hours will be 8.15am -5pm Monday to Thursday and 8.30am -4pm on Friday.

If you're a passionate Customer Service Executive who is interested in delivering high-quality customer support in a dynamic and innovative environment, we'd love to hear from you!

Kingspan Water & Energy

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Customer Service Executive