Sales & Customer Service Agent

CUSTOMER SERVICE & SALES ADVISOR (PART-TIME)

WORKING HRS: Mon to Fri (12-6pm) + 1 in 3 weekend days (Saturday or Sunday)

Who will you be working with?

The Customer Service Team play an integral role working with all customers in Baxi Group products and services, supporting our domestic customers. As the interface between our customers and engineers the Customer Service Team plays an integral role in ensuring that we’re able to support our customers and keep them safe, warm and happy at all times. 

They are supported by other experienced teams within the wider Baxi Customer Services function such as Planning, Technical Support and Resources who help to manage workloads and priorities effectively. They deliver a best in class service and provide invaluable human touch points to engineers thus enabling them to provide fast, reliable, credible and practical solutions.

What will you be doing?

On a daily basis you’ll be responsible for:

• Day-to-day you will answer questions from our customers using a variety of methods including phone and email. We pride ourselves on customer service and we aim to train you to an exceptional level
• A large part of the role will be to question our customers, with the sole aim of getting to the root cause of their problem. You will make them feel like they've received a fantastic level of service and always be happy to take a call from Baxi
• You will need to record and maintain good records of all customer conversation, ensuring anyone speaking with this customer again can pick up from where you've left off
• Whilst being an outstanding ambassador for our brand, you will promote our excellent Service Plans to our customers, giving them long term cover and security with our solutions

About you:

• You will engage confidently with our customers, delivering excellent customer service and leaving every customer feel like they've spoken with a true ambassador of the brand
• It's important you can work empathy and understanding, some of the customers you speak to will be relying on you
• It's important you're happy with working in a fast-paced environment. This role isn't for clock-watchers, but it is for career climbers
• Full training will be provided, although any customer service experience is a huge bonus

What we offer:

Our package is made up of basic salary plus variable incentives. We also offer 25 days holiday in addition to standard UK Bank holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.

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.