Care & Product Advisor — Friendly Tech Support

IMI Climate Control; Lancashire; On-site; GBP 19,000 - 28,000; Part time

Job summary

IMI plc is seeking a Customer Care & Product Advisor for a 6-month, office-based role in the United Kingdom. You will be the first point of contact for homeowners and installers, guiding product choices, assisting with app and thermostat settings, and performing basic troubleshooting with patience and clarity.

You will handle calls and emails, provide practical guidance, and maintain notes to ensure seamless follow-up.

Qualifications

• Customer-focused approach with a genuine willingness to help people feel supported and understood.
• Clear and polite telephone communication; ability to explain things simply.
• Comfortable using a computer, phone, email, apps and digital systems.

Responsibilities

• Take incoming customer phone calls in a friendly, calm and helpful way, making sure people feel listened to and supported.
• Reply to customer emails with clear, simple and practical guidance.
• Help homeowners, installers and merchants with everyday product, app and system questions.
• Support customers with common tasks such as using the app, changing settings, and understanding basic product features.
• Ask simple questions to understand what the customer needs, then guide them through the next steps at a comfortable pace.
• Offer patient support to customers who may be less confident with technology or need things explained in a simpler way.
• Help customers understand which product or solution may be right for them, asking for support from colleagues when needed.
• Keep customer notes and enquiries updated so the team can follow things through properly.
• Work with colleagues in a positive and supportive way, sharing knowledge and asking questions when needed.

Skills

Customer-focused

Telephone etiquette

Clear communication

Active listening

Tech-savvy

Problem solving

Team player

Tools

Email systems

CRM basics

Mobile apps

Job description

IMI plc is seeking a Customer Care & Product Advisor for a 6-month, office-based role in the United Kingdom. You will be the first point of contact for homeowners and installers, guiding product choices, assisting with app and thermostat settings, and performing basic troubleshooting with patience and clarity.

You will handle calls and emails, provide practical guidance, and maintain notes to ensure seamless follow-up.