At a Glance
- Tasks: Be the go-to person for resolving customer complaints and ensuring satisfaction.
- Company: Join a forward-thinking company committed to sustainability and innovation.
- Benefits: Flexible hours, competitive pay, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on collaboration and development.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 63000 - 77000 £ per year.
Own the end-to-end customer resolution journey when things go wrong, ensuring complaints are handled professionally and customers are kept informed through to closure.
Co-ordinate internal teams and third parties to resolve issues, warranty claims, service bookings and call outs, protecting customer satisfaction and business cost.
Organisation structure
- Reports to: Customer Services Manager
- Works closely with: Account Managers, Product Specialists, Technical Support Engineers
Core areas of responsibility
- Act as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure.
- Handle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout.
- Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion.
- Arrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated.
- Liaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early.
- Identify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements.
Essential:
- Ability to work cross functionally and manage internal stakeholders.
- Proven experience in a customer service environment, handling complex queries through to resolution.
- Experience managing multiple cases concurrently, prioritising effectively and meeting response and resolution expectations.
- Experience coordinating internal stakeholders to deliver customer outcomes (e.g., logistics, technical teams, service scheduling).
Desirable
- Experience of working in the HVAC market.
- Experience in complaints handling and service recovery.
- Experience managing warranty claims, returns or aftercare processes.
Knowledge and Qualifications
Essential:
- Confident in all Office 365 applications.
- Knowledge of CRM/ERP platforms.
- Comfortable working with technical job information and customer documentation.
Desirable:
- Knowledge of renewable heating systems, commissioning or servicing workflows.
- Awareness of MCS, Building Regulations and evidence requirements (where relevant to aftercare).
- Customer Service accreditation.
Skills and competencies
Essential:
- Excellent customer service and a professional, calm approach when dealing with dissatisfied customers.
- Excellent organizational and time management skills.
- Effective communication and influencing skills with the ability to deal with people at all levels.
- Ability to collaborate across teams, identify recurring risks and escalate appropriately.
- Able to manage conflict effectively and remain resilient under pressure.
Desirable:
- Familiar with lean methodologies.
- Strong problem-solving skills with a logical and methodical approach to investigating issues.
- Commercial Acumen.
Personal qualities
Essential:
- Adaptable to change.
- Trustworthy.
- Collaborative team player.
- Self-motivated with the ability to work autonomously.
- Flexible - Willing to work 'unsociable hours' (evenings and weekends).
- Resilient - Can manage conflict effectively.
Here at the Genuit Group we recognise and develop the contribution our people make to the Group's success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.
Customer Advisor employer: ADEY Limited
At ADEY Limited, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment that encourages professional development. Located in a vibrant area, we offer competitive benefits and a chance to work with cutting-edge technology, making this role not just a job, but a meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ADEY Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ADEY Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ADEY Limited:Your cover letter is your chance to shine! Tell us why you want to work at ADEY Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ADEY Limited!
How to prepare for a job interview at ADEY Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
