SALES & CUSTOMER SERVICE ADVISOR - 20 hours 8am - 12pm in Warwick

At Baxi, our Sales & Customer Service Advisors are at the heart of the customer experience, providing professional, knowledgeable and solutions-focused support to customers, installers, merchants and other business contacts. As the first point of contact for many service enquiries, you’ll use your communication, questioning and problem-solving skills to understand customer needs, arrange appropriate support and ensure every interaction leaves a positive impression of the Baxi brand. This is a varied role combining customer service, after-sales support and sales opportunities. You’ll manage inbound and outbound calls, respond to customer enquiries, arrange service visits, liaise with engineers and internal teams, and recognise opportunities to provide additional services where appropriate. You’ll play an important role in making sure our field service resources are used effectively while delivering an excellent customer experience.

Responsibilities

• Handle inbound and outbound customer calls and respond to enquiries through a variety of channels, including email.
• Use strong questioning, listening and problem-solving skills to understand customer needs and identify the appropriate solution.
• Assess service and warranty enquiries, arranging appropriate appointments and ensuring customers receive the right support.
• Liaise with engineers and internal teams to gather information, resolve issues and keep customer requests moving forward.
• Identify appropriate sales and revenue opportunities, including Baxi Service Plans and chargeable services.
• Maintain accurate customer and service records, ensuring information is clearly documented for future interactions.
• Work collaboratively to meet customer service and sales KPIs while consistently delivering a positive Baxi customer experience.

Requirements

• Excellent communication skills, with a confident and professional telephone manner.
• Strong listening, questioning, problem-solving and negotiation skills.
• A customer-focused and empathetic approach, with the ability to remain calm and professional when handling challenging situations.
• Good attention to detail, with the ability to accurately record information and use IT systems.
• A positive, team-focused attitude, with the ability to use initiative and take ownership of customer queries.
• Availability to work Saturdays on a rota basis, as required by the business.

Desirable

• Previous experience in customer service, sales, contact centre or a similar customer-facing environment.
• Commercial awareness and the confidence to identify appropriate sales and cross-selling opportunities.

Full training will be provided, so if you have the right attitude and a passion for delivering great customer service, we’d love to hear from you.

Our Benefits

• 25 days annual leave, pro rata for part-time employees, plus the option to purchase additional days.
• Contributory pension scheme.
• Access to Employee Benefits Hub.
• Health Plan and Unum support.
• Industry-leading training and development opportunities.
• A supportive team environment with opportunities to share best practice.
• Opportunities to develop and progress within Baxi and the wider BDR Thermea Group.

*PLEASE NOTE – Due to the nature of our work this role may require background checks, and offers of employment will be dependent on obtaining the relevant level of checks.