At a Glance
- Tasks: Assist customers with technical issues and coordinate engineer visits for prompt support.
- Company: Dynamic company focused on customer satisfaction and technical excellence.
- Benefits: 30 days leave, private medical cover, and ongoing training opportunities.
- Other info: Flexible hours and social events to keep the team engaged.
- Why this job: Join a supportive team and make a real difference in customer experiences.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
As a Callout Advisor based in our Leeds office, you will be a first point of contact for customers who need assistance and support with their installed product. You’ll carry out any relevant basic technical troubleshooting and, where necessary, coordinate engineer or electrician visits, providing prompt and efficient support to customers via email, phone or our online platforms and ensuring customer satisfaction through effective communication and timely resolutions.
Key Responsibilities
- Receive and handle incoming requests from customers via phone, email, or online systems.
- Assess and prioritise requests based on urgency and safety.
- Schedule and dispatch qualified engineers or electricians to customer locations promptly.
- Maintain clear, professional and empathetic communication with customers throughout the callout process.
- Record and update customer details, call logs, and job statuses accurately in our CRM system.
- Provide basic troubleshooting guidance to customers.
- Liaise between customers, engineers and management to ensure smooth and timely resolution of issues.
- Monitor ongoing callouts and follow up with customers to confirm satisfactory completion of work.
- Identify recurring issues or customer feedback and report to management for process improvements.
- Adhere to all health and safety regulations and company policies during call handling and coordination.
Qualifications & Skills
- A minimum of 1 year experience in customer service, preferably in a technical environment.
- Product knowledge of boilers, air conditioning, solar, heat pumps, electrical vehicle chargers is an advantage; however, a level of technical training on all products will be provided.
- Excellent communication skills, both verbal and written.
- Strong organisational skills and ability to multitask under pressure.
- Ability to remain calm and professional in high-pressure situations.
- Proficient in using call management software.
- Problem-solving mindset with attention to detail.
- Flexibility to work outside normal business hours.
Benefits
- 30 days annual leave + bank holidays
- Private medical cover with Aviva*
- 4 × salary death in service cover with Zurich*
- Paid 6 months maternity pay after a year of service
- Paid paternity pay after a year of service
- Salary sacrifice pension matched up to 6%
- Ongoing training & development opportunities
- Social events
*After probationary period
Callout Advisor - Boilers & A/C in Leeds employer: Zuno Tech Group
Zuno Tech Group is an exceptional employer, offering a dynamic work environment in Leeds where innovation meets compliance in the renewable energy sector. With a strong commitment to employee development, you will benefit from extensive training opportunities and a generous package that includes 30 days of annual leave and private medical coverage. Join a team that prioritises quality and safety while fostering a culture of collaboration and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Callout Advisor - Boilers & A/C in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zuno Tech 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 Zuno Tech 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 Callout Advisor - Boilers & A/C in Leeds
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 Zuno Tech Group:Your cover letter is your chance to shine! Tell us why you want to work at Zuno Tech 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 Zuno Tech Group!
How to prepare for a job interview at Zuno Tech 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.
