Job Title: Customer Services Executive
Location: Manse Lane, Knaresborough, HG5 8LF
Reports to: Customer Service Manager
Employment Type: Full-time, Monday to Friday (Day shift)
Salary: £26,000 – £30,500 (depending on experience)
Company Overview
Andway Healthcare Ltd is a well-established, family-run business dedicated to transforming service standards in the care industry. For over 25 years, we’ve supported care homes across the UK with quality products, reliable service, and personalised support. Our goal is simple — to help care homes care more. We’re proud that 100% of our customers would recommend us, and we continue to grow by building lasting partnerships based on trust and service excellence.
Role Overview
As a Customer Services Executive, you’ll be at the heart of our customer relationships — ensuring that every enquiry, order, and service request is handled with professionalism and care. You’ll work closely with customers, suppliers, and internal departments to maintain the high service standards our clients expect.
In addition to your core customer service duties, you will also provide occasional support to the Service Support Administrator, assisting with administrative and scheduling tasks during periods of leave, high demand, or as required. This collaborative approach ensures seamless service continuity and a strong, supportive team environment.
Key Responsibilities
Customer Service & Relationship Management
- Act as the first point of contact for customers via phone and email
- Build and maintain strong customer relationships through professional and friendly communication
- Provide accurate product, pricing, and service information
- Manage customer accounts, orders, and updates in the CRM system
- Handle enquiries, resolve complaints efficiently, and escalate issues when needed
Sales & Service Coordination
- Process orders, quotations, and service requests accurately and promptly
- Liaise with the Service Support Administrator to schedule repairs, servicing, and call-outs
- Communicate appointment details to customers and engineers clearly and professionally
- Support monthly reporting of customer service activity and performance metrics
Administrative & Cross-Functional Support
- Maintain accurate and detailed records in the CRM and other systems
- Work collaboratively with Marketing, Service, and Operations teams
- Provide cover and support for the Service Support Administrator role when required — including assisting with service scheduling, parts ordering, and job documentation
Skills and Experience
Essential:
- Excellent communication and interpersonal skills, with a strong customer focus
- Proven experience in customer service, account management, or sales support
- Strong organisational skills with attention to detail
- Good IT proficiency, including CRM and Microsoft Office software
- Ability to prioritise and manage multiple tasks effectively
Desirable:
- Experience in a technical, service, or healthcare-related business
- Familiarity with SimPRO or other service management systems
- Understanding of stock, logistics, or scheduling processes
Personal Attributes
- Friendly, professional, and confident communicator
- Team player who is proactive and adaptable
- Reliable, organised, and comfortable working in a fast-paced environment
- Willing to assist and learn from other departments as needed
Benefits
- 25 days annual leave plus UK bank holidays
- Company pension
- Employee discount
- Free on-site parking
- Casual dress
- Ongoing training and career development opportunities
- Supportive, family-run company culture
Notes: The post holder is expected to demonstrate flexibility in meeting the operational needs of the business. They may be required to undertake additional tasks or responsibilities, or respond to reasonable requests made by their manager, which are appropriate to the role and its level of responsibility. This includes but is not limited to supporting ad hoc projects, assisting colleagues, and adapting to changing priorities as necessary.