Customer Support Advisor

Customer Support Advisor.

Join our team.

As the Customer Support Advisor for South West Heat Pumps you will be responsible for managing customer support during all stages of the customer's journey, from the engineer's survey to installation, service and repair.

About you

Existing and potential customers are at the heart of everything we do, therefore you will be a customer focussed individual that possesses a passion for delivering exceptional customer care.

  • Use your brilliant communication skills to resolve a range of customer issues and queries over the phone and via email.
  • Unflappable and resilient attitude to juggle tasks and bounce back quickly.
  • Build rapport with customers, get to know their individual needs and put their interests first.
  • Great communication skills – you’re at ease building rapport, listening to customers and demonstrating empathy when needed.
  • A team player committed to creating an excellent customer experience.
  • A brilliant administrator with great attention to detail, you will keep our CRM system updated and all contract and written communications will be presented accurately and professionally.
  • You will ensure all chargeable work is estimated and invoiced on time.
  • Experience with Microsoft applications is essential.
  • Can drive, our offices are not on a bus route.
  • Full brand and product training will be given.

What you will be doing

You will be based in our busy office in Shirwell, Barnstaple as a Customer Support Advisor in our busy inbound service team, you’ll see that customers get a great experience, with problems resolved.

  • Manage the booking of engineers’ surveys and coordinating contracts being issued to the customer.
  • Working with the installations team to agree schedules and communicate the installation timeline to the customer.
  • Managing issues during the installation process to ensure the installation is achieved in the allocated time.
  • Support the engineers with client management and troubleshooting during the installation process.
  • Answering breakdown calls, reviewing journey routes and allocating appointments to the nearest available engineer.
  • Working with the service team to ensure customers’ annual services are carried out.
  • Ensuring every communication with our customers is logged and the engineers are scheduled.
  • Ensuring all work is carried out to the customer’s satisfaction and everything is invoiced correctly.

What’s on offer

  • £13 per hour (dependent on experience and is flexible for the right candidate).
  • Working hours are 8.30am-5pm Monday-Friday (these can be flexible for the right candidate).
  • Pension.
  • 28 days holiday including Bank Holidays.

For an informal chat and for more info please call Miche.