At a Glance
- Tasks: Provide technical support and resolve enquiries for our Residential products.
- Company: Join BAXI, a leader in energy transition and heating solutions.
- Benefits: Competitive salary, 25 days holiday, pension scheme, and career development.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real impact in a dynamic environment while enhancing customer experiences.
- Qualifications: Strong communication skills and customer service experience; technical background preferred.
The predicted salary is between 40500 - 49500 £ per year.
Job Summary
The Technical Helpdesk Advisor is a technically oriented role, which will take full responsibility for all enquiries from installers, specifiers and merchants regarding our Residential products
The role also covers technical support for our internal customers, from various departments internally
This role would suit someone who has previous experience and knowledge in commissioning, servicing and fault finding.
Detailed product training will be provided to the successful candidate
Your key tasks and responsibilities will be
- To ensure the satisfaction and confidence of all customers in Baxi Group products and services and resolve enquiries from all internal and external groups/channels under a multi-brand strategy.
- The job holder is required to take full responsibility for all technical enquiries from customers, installers, designers and specifiers, and interpret and ensure compliance with relevant legislation and standards including health & Safety.
- To demonstrate an understanding of all aspects of the Service function to enable a coordinated approach to resolution of customer queries in collaboration with all areas of the business.
- To recognise, identify and escalate the potential impact of product and emerging issues and proactively contribute to improvement opportunities.
- Provide technical input and support for other areas of the business (Customer Relations.)
- Provide input to ensure accuracy of technical support material.
- Represent company views and values in a professional and responsible manner to ensure an enhanced customer experience and drive a ‘world class’ technical support offering.
Utilise business systems to support all activities within the role.
- Undertake training to support development and the addition of new skill sets as required by the business.
- Health & Safety awareness and knowledge of compliance.
EDUCATION AND EXPERIENCE
Essential
- Good interpersonal skills with the ability to work under pressure whilst maintain a positive attitude and a logical, structured approach to problem solving with the ability for lateral thinking.
- Excellent verbal and written communication skills are essential together with keyboard competency.
- Excellent interpersonal and communication skills.
- IT awareness and system literacy.
- Customer Service Experience
Desirable
- Ideally a background in the domestic heating, gas or electricity industry. Experience of fault diagnosis would be an advantage.
- City and Guilds in gas engineering or plumbing or NVQ equivalent.
Knowledge of renewable technologies will be an advantage.
- City & Guilds in gas service engineering or equivalent,
- A sound knowledge of British Standards, Gas Safety Regulations, Building Regulations and codes of practise, Electrical standards and Gas Safe requirements are essential.
- Applicants with transferable skills from other technological / engineering / electrical fields would be considered.
There is a requirement to work 40 hours a week within a shift rotation, which is Monday – Friday 8am – 6pm and currently one in five Saturday’s (This could be paid as overtime or day in lieu the following week).
Shift Patterns will be reviewed and are subject to change, in line with business requirements.
About BAXI
We're leading the energy transition to zero carbon by offering complete residential and commercial heating and hot water solutions.
As one team across the UK and Ireland, and with the backing of our global parent company, BDR Thermea Group, we work together with a collective knowledge and expertise that's literally centuries in the making.
We're proud of our heritage, manufacturing in the UK since 1866, and we're experienced in adapting to changing needs.
- Location
- Warwick – Coventry Road – CV34
- Our Benefits
- Our package includes a competitive basic salary plus a variable incentive. We also offer:
- 25 days holiday plus UK Bank Holidays
- Income Protection
- Contributory Pension Scheme
- Enhanced Maternity, Paternity and Sick Pay Schemes
- Staff Discounts
- Employee Benefits Platform
- Career Development Opportunities
At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success.
We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work.
Please check out our DE&I policy on our website to find out more.
Technical Call Centre Agent employer: BDR Thermea Group
Baxi is an exceptional employer, offering a dynamic work environment that fosters professional growth and collaboration. With a strong commitment to diversity, equity, and inclusion, employees are empowered to thrive while contributing to the energy transition towards zero carbon. Located in historically rich manufacturing hubs, Baxi provides unique opportunities to be part of a team dedicated to sustainable heating solutions, ensuring that every employee feels valued and respected.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Call Centre Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BDR Thermea Group. 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 BDR Thermea Group 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 Technical Call Centre Agent
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 BDR Thermea Group:Your cover letter is your chance to shine! Tell us why you want to work at BDR Thermea Group 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 BDR Thermea Group!
How to prepare for a job interview at BDR Thermea Group
✨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.
