At a Glance
- Tasks: Support dealers with expert advice and ensure a seamless customer experience.
- Company: Join VELUX, a company that values care, clarity, and collaboration.
- Benefits: Enjoy a supportive team environment and opportunities for career growth.
- Other info: Be part of a culture built on trust and respect.
- Why this job: Make a real impact by helping customers succeed in a fast-paced role.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 30000 £ per year.
Be the trusted partner behind every confident dealer decision. At VELUX, great customer experiences don’t happen by chance—they are created by people who care, who listen, and who know how to turn complexity into clarity.
We are looking for a Customer Service Advisor to join our Dealer Services team, supporting customers across Great Britain and Ireland. In this role, you’ll go beyond answering enquiries—you’ll become a trusted advisor to our dealers, helping them make confident, informed decisions that drive their business forward. This is not just a contact centre role—it’s a position where service meets commercial insight.
You will play a key role in protecting and strengthening VELUX’s market position by delivering what our dealers value most: fast, accurate advice and a seamless experience from start to finish. Working in a fast-paced, multi-channel environment, you’ll take ownership of enquiries, build strong relationships, and ensure every interaction adds value. You will be located in our Glenrothes office and limited travel may occur.
As a Customer Service Advisor, you’ll be at the centre of the customer journey—connecting people, products, and solutions. You will:
- Act as a trusted point of contact for dealer customers, providing clear, knowledgeable, and practical support
- Guide customers towards the right VELUX solutions, balancing technical requirements and commercial needs
- Manage enquiries across phone, email, and chat, ensuring a consistent and high-quality experience
- Take full ownership of cases, from first contact through to resolution
- Handle more complex queries and complaints with confidence, empathy, and sound judgement
- Build strong relationships with internal teams to ensure smooth coordination and timely outcomes
- Identify opportunities to add value, strengthen dealer capability, and support sales growth
This is a role for someone who thrives in a busy environment and enjoys managing multiple priorities without losing attention to detail. You will:
- Balance speed and quality, working to KPIs and service targets
- Use your judgement to make informed decisions, knowing when to escalate
- Navigate systems and tools confidently to deliver accurate and efficient outcomes
- Contribute to continuous improvement, helping us make the customer journey even better
You are service-driven, commercially aware, and motivated by helping customers succeed. You bring a natural ability to build trust and create clarity—especially when things are complex. We imagine you:
- Are an excellent communicator, with strong listening and questioning skills
- Build relationships easily and act with professionalism and credibility
- Stay calm and structured in a fast-moving environment
- Have strong attention to detail, supported by good literacy and numeracy skills
- Are comfortable using multiple systems and tools
- Are open to feedback and motivated by continuous learning and development
- Understand how great service can also drive commercial value
At VELUX, you’ll be part of a company where people genuinely care—about customers, about each other, and about doing things the right way. You can expect:
- A collaborative environment with strong team spirit and knowledge sharing
- A culture built on trust, respect, and customer focus
- Opportunities to grow your skills and develop your career
- A role where your contribution has a real and visible impact
Customer Service Advisor - Dealer Services employer: The VELUX Group
At VELUX, we pride ourselves on fostering a collaborative and supportive work environment where every team member is valued. As a Customer Service Advisor in our Glenrothes office, you will not only enhance your skills but also play a crucial role in delivering exceptional service that drives dealer success. With a strong emphasis on personal growth and a culture rooted in trust and respect, VELUX offers a rewarding career path for those passionate about making a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Dealer Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The VELUX 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 The VELUX 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 Customer Service Advisor - Dealer Services
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 The VELUX Group:Your cover letter is your chance to shine! Tell us why you want to work at The VELUX 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 The VELUX Group!
How to prepare for a job interview at The VELUX 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.
