Boiler Callout Advisor

BOXT Limited; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading boiler service company in Leeds seeks a Boiler Callout Advisor to manage emergency requests and coordinate prompt support. The ideal candidate should have customer service experience, preferably in a technical environment, and strong communication skills. This role offers a competitive benefits package and opportunities for growth within a rapidly expanding company.

Benefits

30 days annual leave

Free tea, coffee, and fruit

Ongoing training opportunities

Private medical cover

Qualifications

• Minimum of experience in customer service, preferably in a technical environment.
• 2 years plumbing and heating experience is an advantage.
• Ability to remain calm in high-pressure situations.

Responsibilities

• Receive and handle incoming boiler requests.
• Schedule and dispatch qualified engineers promptly.
• Maintain clear communication with customers throughout the callout process.

Skills

Customer service experience

Excellent communication skills

Strong organisational skills

Problem-solving mindset

Flexibility to work on-call shifts

Tools

Call management software

Job description

Job Title: Boiler Callout Advisor
Location: Leeds - Office Based role

Job Summary:

As a Field Engineering Coordinator (Boilers) based in our Leeds office, you will be a first point of contact for customers experiencing boiler issues, providing prompt and efficient support. Your role involves managing emergency callouts, coordinating with engineers, and ensuring customer satisfaction through effective communication and problem resolution.

Key Responsibilities:

• Receive and handle incoming boiler requests via phone, email, or online systems.
• Assess and prioritise emergency boiler repair requests based on urgency and safety considerations.
• Schedule and dispatch qualified engineers or technicians 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 the company system.
• Provide basic troubleshooting guidance to customers when appropriate.
• Liaise between customers, engineers, and management to ensure smooth and timely resolution of boiler 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 experience in customer service, preferably in a technical environment.
• 2 years plumbing and heating experience & basic understanding of boiler systems is an advantage.
• 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 or emergency situations.
• Proficient in using call management software.
• Problem-solving mindset with attention to detail.
• Flexibility to work outside normal business hours or on-call shifts as needed.
• You will have held roles with job titles such as: Boiler installer, plumbing, service and repair engineer, Maintenance Coordinator, Customer Support Technician, Plumbing Estimator, Estimating Coordinator, Cost Estimator, Mechanical/Plumbing Systems, Plumbing Project Coordinator, Plumbing Product Support Advisor, Plumbing Systems Consultant, Warranty Coordinator, Building Services Coordinator, Customer Service Specialist – Plumbing Products, Quality Assurance Inspector

About Us:

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. You will be part of a team that works together to empower our customers' homes and lives.

BOXT 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 Quietmark approved.
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group.

Benefits:

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.

Your benefits include…

• 30 days of annual leave (plus bank holidays)
• Free tea, coffee, fruit, and breakfast
• Modern offices
• Social events
• Ongoing training and development opportunities
• Enhanced Family Friendly Benefits
• Private medical cover*
• Company pension
• Death in service benefit*

* After probationary period

How to Apply:

If you’d like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you’d be a great fit for this role and our team.