Customer Service & Office Administrator Full Time NEW

About Aquila

Aquila Heating & Plumbing is a family-run heating, plumbing, and renewables contractor based in Warrington, serving customers across Cheshire, Greater Manchester, Liverpool, and Merseyside. We install and service boilers, air-source heat pumps, solar PV and battery storage, air conditioning, and EV chargers.

We’re a Worcester Bosch Accredited Installer, MCS-certified, Gas Safe registered, NICEIC approved, OFTEC qualified, an Octopus Energy Trusted Partner, and a Which? Trusted Trader – and we’re ranked in the UK’s top 20 on Trustpilot.

The business is growing quickly, and we’re investing heavily in our office team, systems, and customer experience. It’s a great time to join us.

The Role

We’re looking for a Customer Service & Office Administrator to support our Warrington office. You’ll be at the heart of our day-to-day operations – handling customer enquiries, booking appointments for our sales team and engineers, keeping our CRM accurate, and helping the office run smoothly.

This is a varied, hands-on role for someone who’s organised, confident on the phone, and comfortable working with technology. It would suit someone who enjoys variety, takes pride in getting the details right, and wants to grow with a busy, ambitious business.

What you’ll be doing

• Answering inbound calls and enquiries – responding promptly to phone, email and web enquiries. Speed to lead is critical: we aim to contact every new enquiry within minutes.
• Appointment booking – arranging quotation appointments for our Sales Manager and surveyors across boilers, air conditioning, air-source heat pumps, and solar PV and battery storage.
• CRM administration – managing customer records, jobs, and notes in our CRM (Commusoft); keeping the data clean, complete and up to date.
• Goods-in – receiving deliveries, checking them against orders, signing off paperwork, and putting away light parts and consumables.
• Customer communications – sending and replying to customer emails and SMS through our communication platforms; following up on quotes and aftercare touchpoints.
• Diary management – scheduling appointments and managing diaries for the wider team.
• General office administration – filing, scanning, post, stationery, supplier calls, and keeping things in order.
• Team support – supporting the Office Manager, Sales Manager, MCS Coordinator, and Operations team with day-to-day admin.
• Office presentation – keeping the office tidy, organised and welcoming for visiting customers and engineers.
• Other reasonable administrative duties as the business grows.

What we’re looking for (Essential)

• Previous experience in office administration, customer service, or a similar role.
• Confident, professional telephone manner and excellent written English.
• Strong attention to detail and accurate data entry.
• Comfortable with Microsoft Office – Outlook, Excel, PowerPoint, and Word.
• Working knowledge of Slack (or quick to pick it up).
• AI-confident – comfortable using tools like ChatGPT or Claude to draft emails, summarise notes, and speed up day-to-day tasks.
• Well-organised, able to prioritise and juggle several tasks at once.
• Right to work in the UK.

Desirable

• Experience in a trades, construction, heating, plumbing, or field-service environment.
• Familiarity with Commusoft, ServiceM8, or a similar field-service CRM.
• Experience with Mailchimp, Trustpilot, or social media tools.
• Comfortable with light lifting when booking in goods (small parts and consumables only).

What we offer

• £25,350 – £28,000 starting salary, depending on experience, with annual review.
• 20 days holiday plus bank holidays, rising by 1 day per full year of service.
• Optional private medical cover.
• Workplace pension.
• Free on-site parking at our Warrington HQ.
• Modern, well-equipped office.
• Training and clear progression – we promote from within wherever possible.
• A friendly, supportive team.
• Steady Monday–Friday hours – no weekends, no evenings, no shifts.

How to apply

Apply through Indeed with your CV and a short note covering:

1. Why this role interests you.

2. Your relevant admin or customer service experience.

3. When you’d be available to start.

We review applications as they come in and may close the advert early once we’ve found the right person, so please don’t delay.

Pay: £25,350.00-£28,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• On-site parking
• Private medical insurance

Work Location: In person