At a Glance
- Tasks: Provide top-notch customer support and identify sales opportunities while making a positive impact.
- Company: Join Baxi, a leader in sustainable heating solutions with a rich heritage.
- Benefits: Enjoy 25 days annual leave, health plans, and industry-leading training.
- Other info: Flexible hybrid working and opportunities for career growth await you.
- Why this job: Be the first point of contact for customers and help them find solutions.
- Qualifications: Strong communication skills and a customer-focused attitude are essential.
The predicted salary is between 24098 - 29453 £ per year.
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.
SALES & CUSTOMER SERVICE ADVISOR - 20 hours 8am - 12pm in Warwick 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 SALES & CUSTOMER SERVICE ADVISOR - 20 hours 8am - 12pm in Warwick
✨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 SALES & CUSTOMER SERVICE ADVISOR - 20 hours 8am - 12pm in Warwick
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.
