Customer Relations Coordinator

Salary £27500

Location Steeton

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

We’re looking for a proactive Customer Relations Case Handler to join our team at our head office in Steeton (West Yorkshire). You’ll be the first point of contact for customers, handling inquiries and resolving issues to ensure excellent service. If you're customer-focused with great communication skills, we'd love to hear from you!

Working Hours: 8:30am - 5:00pm or 9:00am - 5:30pm (40 Hours)
Salary: £27,500 P/A

Benefits of working at Acorn:

Induction and training programme
Investors in People award
Healthcare and pension provisions
Free on-site parking
Excellent transport links to Leeds, Bradford, and Skipton
Cycle to work scheme
Company Events
On site Canteen (Subsidised food)
Gym Membership discounts
Health & wellbeing programme

Key Responsibilities:

Dealing with a varied level of complaints in all company business areas, responding by various communication methods in order to keep regular contact with assigned cases
Analyse the root cause of each complaint and provide corrective feedback to relevant departments
Carrying out administrative tasks, including internal and external telephone calls, post and emails
To proactively assist in responding to all Trustpilot and Google reviews and inviting new customers to review the business
Establish and maintain effective working relationships with co-workers, internal and external stakeholders
Working to department KPIs and targets
Keeping computerised and paper records up to date
Processing order cancellations through an automated system and working with our Finance team to ensure refunds are processed efficiently
Maintain and secure sensitive company information in accordance to GPDR and follow our social media policy at all times

Skills and Experience:

Polite telephone manner
Computer literate
Customer Service experience and complaints background (desirable)
Managing a caseload of up to 40 complainants a week
Experience in a similar role (ideal but not essential)
A can-do attitude

Must be able to display the Acorn Values

OUR VALUES

⭐Quality of the products we make and sell and the service we provide

⭐Unity Working together as one team

⭐Integrity Acting responsibly and honestly to deliver on our promises

⭐Caring About our customers, each other and the wider community

⭐Ambition Taking Pride in all we do and striving to improve

We Recognise Your Efforts

Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.
Recommend a Friend: Earn up to £100 if your referral joins Acorn.

If you’re passionate about delivering excellent service and want to be part of a values-driven company that invests in its people—apply today!

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.

Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.

The Company

Acorn is a world-leading company, producing over 70,000 stairlifts annually and trading in more than 80 countries. A one-stop-shop for stairlifts, Acorn manufactures, sells direct to the public, installs and maintains home stairlifts. It has built its global reputation on quality, reliability, customer service and industry-leading response times, especially for curved stairlifts.

Employing over 1,500 people worldwide, Acorn offers a wide range of career opportunities in all sectors of its growing business. It is committed to placing the right people in roles which match their abilities and ambitions, then helping them develop still further to reach their full potential as part of the Acorn team.