The Role
To assist and support the Service & Repair team with any administrative duties including answering any telephone, email or live chat queries in a professional, timely manner, ensuring an excellent customer service throughout their journey.
Leeds Office
Part Time (24 Hours per week)
The Role
To assist and support the Service & Repair team with any administrative duties including answering any telephone, email or live chat queries in a professional, timely manner, ensuring an excellent customer service throughout their journey.
Key Responsibilities
- Answer any customer enquiries via telephone, email, or Intercom (Live chat) in line with business policies and processes.
- Help resolve issues and troubleshoot technical problems, where necessary escape to a technical expert.
- Provide customers with accurate information about products and services ensuring a good customer outcome.
- Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.
- Update Zuno admin platform regularly to ensure all information is being recorded correctly for each job.
- Handle and manage through to a satisfactory resolution any emails from the Service and Repair inboxes.
- Ensure that all customers receive accurate and timely support that is relevant to their circumstances.
- Update all inhouse systems and excel documentation as and when required.
- Adhere to all relevant legislation, manufacturing regulations and company policies and procedures.
- Provide administrative support to other managers in various departments if required.
- Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with Zuno.
Experience And Qualifications
- 12 months plus experience working in a Customer Service Role or similar, with excellent verbal communication skills.
- Experience in delivering a right first-time good outcome for a customer.
- Experience of working in a fast paced, vibrant and at times pressured environment.
- Familiar with owning a customer enquiry/complaint through to resolution.
- Understanding of a positive customer experience.
- Caring and compassionate nature.
- Confidence in working on your own initiative as well as within a team environment.
- Driven to deliver a good outcome for customers.
- GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication.
- Patient and committed to excellence.
- IT Literate.
- Active listening skills.
About Zuno
When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.
Zuno offers…
- A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
- A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
- Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
- Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
- Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
- Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group
Benefits
- 30 days annual leave + bank holidays
- Private medical cover with Aviva*
- 4 x 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
Please note: We’re unable to offer visa sponsorship for this role, so candidates must already have the right to work in the UK.
- After probationary period
Zuno is the industry-leading platform powering seamless, custom branded installation experiences from start to finish.
We have powered...
- 200k installations since 2017
- 100k engineer visits per year
- 1m visitors towards the platform annually
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Service & Repair Advisor employer: Zuno
Zuno is an exceptional employer that fosters a vibrant team culture, encouraging collaboration across departments to achieve remarkable outcomes. With a strong focus on employee progression and ongoing training, Zuno empowers its staff to grow within their roles while enjoying a range of benefits including private medical cover, generous leave policies, and a supportive work environment. Located in a dynamic sector, Zuno not only champions customer satisfaction through innovative technology but also celebrates its achievements with regular team socials and events.
