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 competitive pay, 25 days leave, health plans, and industry-leading training.
- Other info: Flexible hybrid working and opportunities for career progression await you!
- Why this job: Be the voice of Baxi, helping customers while growing your skills in a supportive team.
- Qualifications: Great communication skills and a passion for customer service; experience is a plus but not essential.
The predicted salary is between 27000 - 33000 £ per year.
SALES & CUSTOMER SERVICE ADVISOR Job description 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.
- Department: Baxi Customer Support
- Reports to: Team Manager
- Commission: Commission available on sales
Working Pattern: 30 hours per week, Monday to Friday, 12pm to 6pm, with 1 in 3 Saturdays on a rota. Saturday working attracts additional pay.
Hybrid
Working: 50% of working hours will be office-based at Brooks House, with the remaining 50% worked remotely, subject to business requirements and successful completion of training.
The Person We’re looking for
You’ll be an excellent communicator, comfortable asking the right questions to understand a customer’s needs and able to use sound judgement to determine the most appropriate course of action.
You’ll have a natural ability to build rapport, show empathy and turn difficult conversations into positive customer experiences.
You’ll also be commercially aware, with the confidence to identify appropriate sales and revenue-generating opportunities while maintaining a customer-first approach.
Previous experience in customer service, sales or a similar customer‑facing role would be advantageous, but it’s not essential.
We’re equally interested in your attitude, communication skills and willingness to learn, and full training will be provided.
The Role
As a Sales & Customer Service Advisor at Baxi, you’ll provide front-line support to customers and business contacts following the sale, installation or use of our heating products.
You’ll handle a wide range of enquiries by phone and email, using effective questioning to understand the root cause of customer issues and arrange the right support.
You’ll work closely with engineers and internal teams to gather information, resolve queries and ensure agreed actions are completed accurately and within the required timescales.
The role also includes identifying appropriate opportunities to promote Baxi services and Service Plans, helping customers access solutions that provide additional support and long-term peace of mind.
Accuracy is essential.
You’ll be responsible for recording customer and service information correctly on our systems, ensuring engineers and colleagues have the information they need to deliver an efficient and effective service.
You’ll start your Baxi journey with a comprehensive 4-week training programme, delivered at our Warwick office, giving you the knowledge and confidence you need to succeed in the role.
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.
- 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.
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.
Whether you’re joining us in the field or working at one of our established hub locations, you’ll be part of a team that offers opportunities in a historically rich, British manufacturing company focused on sustainable, greener and cleaner energy solutions.
- Our Site Locations
- Preston – Home to our Manufacturing since 1866
- Bamber Bridge – PR5 6FN
- Warwick – Home to our Commercial Services
- Brooks House – CV34 4LL
- Specialties
- Domestic gas boilers
- Commercial gas boilers
- Hydrogen boilers
- Electric hot water products
- Gas fired water heaters for commercial applications
- Commercial CHP
- Heat pumps
- Heat networks
- Genuine spare parts
- Service and maintenance of gas boilers
- Smart controls
- Heating solutions for newbuild
- Specification support
- Design service
- Sustainable heating solutions
- High efficiency boilers
- ASHP
- Heating solutions, and plantrooms
- Our Approach
Baxi is an equal opportunities employer, and we do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality or ethnic or national origin, religion or belief, disability, or age.
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.
At BDR Thermea Group, we don’t just talk about making a difference - we live it every day.
As a member of our team, you will be part of a company that is leading the way in the global energy transition, shaping the future of sustainable heating and hot water systems.
You will have the opportunity to work alongside passionate colleagues who share our core values: One Team, Sustainable Future and Customer Focus and commitment to making a positive impact on the world.
We believe that our employees are our greatest asset, and we are committed to supporting your growth, development, and well-being.
As a possible future employee, you can expect to be part of a purpose-driven environment that encourages creativity, innovation, and collaboration.
Take the first step towards your exciting career with BDR Thermea Group and join us on our journey towards a sustainable future.
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SALES & CUSTOMER SERVICE ADVISOR - 30 hours 12pm - 6pm 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 - 30 hours 12pm - 6pm 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 - 30 hours 12pm - 6pm 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.
