Callout Advisor - Boilers & A/C

Zuno; Leeds; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

30 days leave

Medical cover

Death in service 4x

Maternity pay

Paternity pay

Pension matched 6%

Training & development

Social events

Job summary

Zuno in Leeds is seeking a Callout Advisor to be the first point of contact for customers with installed products. You will perform basic technical troubleshooting and coordinate engineer visits, delivering prompt support by phone, email, or online platforms.

The role emphasises clear communication, strong organisation, and the ability to manage callouts from initial contact to completion while adhering to health and safety policies.

Qualifications

• A minimum of 1 year experience in customer service, preferably in a technical environment.
• Product knowledge of boilers, air conditioning, solar, heat pumps and EV chargers is preferred; training provided.
• Excellent verbal and written communication skills.
• Strong organisational skills and ability to multitask under pressure.
• Calm and professional in high‑pressure situations.
• Proficient in using call management software.

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.

Skills

Customer service

Technical knowledge

Excellent communication

Organisational skills

Multitasking

Call management software

Problem solving

Calm under pressure

Flexibility to work outside hours

Tools

CRM software

Job description

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.

• 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

Leads Office - Full Time

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

Job Summary

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/electrician visits. You’ll provide prompt and efficient support, to customers vis email, phone or through our online platforms ensuring customer satisfaction through effective communication and offering 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 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

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