Customer Advisor

ADEY Limited; Gittisham; On-site; GBP 24,000 - 32,000; Full time

Job summary

Genuit Group in the United Kingdom is seeking a Customer Service Coordinator to own the end-to-end resolution journey. You will coordinate internal teams and third parties for complaints, warranty claims, service bookings and call outs, ensuring customer satisfaction and cost control.

The role reports to the Customer Services Manager and works with Account Managers and Technical Support Engineers. Applicants should have strong office software skills, experience handling complex queries, and the

Qualifications

• Experience in a customer service environment.
• Ability to manage multiple cases concurrently.
• Experience coordinating internal stakeholders to deliver customer outcomes.

Responsibilities

• Act as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure.
• Handle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout
• Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion
• Arrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated
• Liaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early
• Identify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements

Skills

Customer service

Cross-functional collaboration

Office 365

CRM/ERP platforms

Communication

Time management

Tools

CRM/ERP platforms

Job description

Own the end-to-end customer resolution journey when things go wrong, ensuring complaints are handled professionally and customers are kept informed through to closure Co-ordinate internal teams and third parties to resolve issues, warranty claims, service bookings and call outs, protecting customer satisfaction and business cost Organisation structure Reports to: Customer Services Manager Works closely with: Account Managers, Product Specialists, Technical Support Engineers

Core areas of responsibility

• Act as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure
• Handle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout
• Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion
• Arrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated
• Liaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early
• Identify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements
  Essential:

Ability to work cross functionally and manage internal stakeholders Proven experience in a customer service environment, handling complex queries through to resolution Experience managing multiple cases concurrently, prioritising effectively and meeting response and resolution expectations Experience coordinating internal stakeholders to deliver customer outcomes (e.g., logistics, technical teams, service scheduling) Desirable Experience of working in the HVAC market Experience in complaints handling and service recovery Experience managing warranty claims, returns or aftercare processes Knowledge and Qualifications Essential: Confident in all Office 365 applications Knowledge of CRM/ERP platforms Comfortable working with technical job information and customer documentation Desirable: Knowledge of renewable heating systems, commissioning or servicing workflows Awareness of MCS, Building Regulations and evidence requirements (where relevant to aftercare) Customer Service accreditation Skills and competencies Essential: Excellent customer service and a professional, calm approach when dealing with dissatisfied customers Excellent organizational and time management skills Effective communication and influencing skills with the ability to deal with people at all levels Ability to collaborate across teams, identify recurring risks and escalating appropriately Able to manage conflict effectively and remain resilient under pressure Desirable: Familiar with lean methodologies Strong problem-solving skills with a logical and methodical approach to investigating issues Commercial Acumen Personal qualities Essential: Adaptable to change Trustworthy Collaborative team player Self-motivated with the ability to work autonomously Flexible - Willing to work 'unsociable hours' (evenings and weekends) Resilient - Can manage conflict effectively

Here at the Genuit Group we recognise and develop the contribution our people make to the Group's success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.