Customer Care Co-ordinator

About Facultatieve Technologies

Facultatieve Technologies is a global leader in cremation and incineration systems, delivering environmentally responsible and technically advanced solutions to customers worldwide.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Guided by our mission - Leading with Integrity, Innovating with Purpose, Prioritising Sustainability - we design, manufacture and service high-performance systems trusted in over 20 countries. With more than 140 years of engineering heritage and a strong commitment to safety, quality and continuous improvement, we are proud to set the standard in our industry.

About the Role

We are seeking a Customer Care Coordinator to join our Leeds-based Customer Care team.

This role exists to ensure the reliable performance of customer equipment across the UK and Europe by coordinating service engineers, managing breakdown response and safeguarding service delivery. You will play a critical role in protecting customer uptime, maintaining service standards and ensuring accurate commercial recovery.

This opportunity would suit an experienced service coordinator or customer support professional, ideally from a technical or engineering environment, who thrives in a fast-paced, reactive setting and enjoys balancing operational planning with customer communication.

What You’ll Be Doing

• Planning and coordinating scheduled service visits in line with customer service agreements.
• Responding to breakdowns and organising engineer support to minimise downtime.
• Allocating regional Service Engineers and subcontractors effectively.
• Managing service parts, consumables and purchase orders.
• Generating repair quotations and securing customer approvals.
• Maintaining accurate planning, costing and ticketing records (CRM/ERP systems).
• Reviewing service reports and ensuring follow-up actions are completed.
• Approving timesheets and expenses in line with company policy.
• Building strong relationships with engineers, technical teams, suppliers and customers.
• Contributing to continuous improvement within Customer Care.

What We’re Looking For

Essential

• Experience in a service coordination, customer support or operational planning role
• Strong organisational skills with the ability to prioritise effectively
• Confident communication skills with a professional, customer-focused approach
• Experience using Microsoft Office and business systems (CRM/ERP)
• GCSE English and Maths (or equivalent)
• Full UK driving licence

Desirable

• Experience within a technical, engineering or manufacturing environment
• Experience coordinating field-based engineers
• Understanding of job costing and commercial processes
• Experience working in regulated or safety-critical environments

Working Pattern & Travel

Full time, 37.5 hours per week (Monday to Friday) with one day per week working from home.

Salary: Between £34,000 - £38,000 per annum.

What We Offer

• 24 days’ annual leave, increasing with length of service, plus bank holidays
• Festive December shutdown
• An additional paid day off for your birthday
• Competitive pension scheme with company contributions matched up to 5%
• Company sick pay
• Life assurance at 6x your annual salary
• Health Shield wellbeing support and health care cash plan.
• Employee Assistance Programme (EAP) offering confidential advice and support
• Bi-annual access to an independent pension’s advisor
• Electric vehicle salary sacrifice scheme
• Cycle to Work scheme
• Free on-site parking
• Dress Down Fridays
• The opportunity to work for a business with a strong commitment to sustainability and environmentally responsible practices

Inclusion & Diversity

Facultatieve Technologies is committed to building a diverse and inclusive workplace where everyone feels respected, supported and able to thrive. xwzovoh We welcome applications from people of all backgrounds and believe that diverse perspectives strengthen our teams and support our continued success.