Customer Advisor

Polypipe; Honiton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

23 days holiday

Pension matched up to 8%

Life Assurance 3x base salary

Genuit sharesave scheme

Job summary

Genuit Group is seeking a Customer Advisor to act as the operational bridge between customers, field teams, and internal experts. You will coordinate field visits, service bookings, and warranty claims, ensuring compliance and documentation to support right-first-time outcomes.

You will guide customers who are off-track back into the process, balancing day-to-day field operations with resolving complex issues, and will provide proactive feedback to improve processes and prevent repeat problems.

Qualifications

• Experience in a customer-facing or field support role coordinating customer journeys and field visits.
• Ability to manage multiple operational tasks concurrently while meeting timelines.
• Strong interpersonal, communication, and professional handling of difficult conversations.

Responsibilities

• Schedule and coordinate field engineer visits, service bookings, and call-outs with clear client communication.
• Ensure documentation (MCS, Building Regulations) is in place for right-first-time certification and grant funding.
• Manage warranty claims end-to-end, collect evidence, log actions, and progress to resolution.
• Collaborate with technical and field teams to progress remedial actions and escalate blockers early.
• Be the central contact for customers needing guidance, guiding their journey to full resolution.
• Identify recurring issues and provide feedback to improve processes and prevent repeats.

Skills

Customer-facing

Field coordination

Multi-tasking

Interpersonal skills

Documentation

Issue resolution

Process improvement

Technical awareness

Job description

Closing Date For Application

Tuesday 06/10/2026

The Customer Advisor plays a vital role in keeping our customer experience on track, acting as the operational bridge between our customers, field teams, and internal experts. The role is responsible for coordinating field visits, servicing, warranty claims, and compliance documentation to ensure seamless ongoing support.
When a customer's journey hits a snag or they are unsure of who to contact, the Customer Advisor takes ownership to guide them back on track. By balancing day-to-day field operations coordination with resolving escalated or complex field/compliance issues, this role ensures both customer satisfaction and operational efficiency.

Organisation structure

Reports to: Customer Services Manager
Works with: Technical Support Engineer, Technical Support Supervisor, Product Specialist, Product Specialist Supervisor

Core areas of responsibility

• Schedule, scope, and coordinate field engineer visits, service bookings, and call-outs, ensuring clear communication with customers and efficient field resource allocation.
• Ensure all required documentation (e.g., MCS, Building Regulations) is in place to ensure right first time issue of certification and grant funding.
• Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion.
• Collaborate proactively with technical specialists, field ops, and internal teams to progress remedial actions and resolve complex customer cases, escalating blockers early where necessary.
• Act as a central, reassuring point of contact for customers who have fallen out of the standard process or need guidance on next steps, owning their journey through to full resolution.
• Identify recurring issues and themes, providing actionable feedback to relevant departments to support right-first-time improvements.

Capabilities Required

• Proven experience in a customer-facing or field support environment, with a track record of coordinating customer journeys, field visits, and cross-functional teams to deliver resolution.
• Demonstrated ability to manage multiple operational tasks and cases concurrently—prioritising effectively, balancing routine scheduling with reactive issue recovery, and meeting agreed timelines.
• Strong interpersonal skills with a calm, reassuring approach. Able to set clear expectations, guide customers who feel off-track back into the process, and manage difficult conversations professionally under pressure.
• Confident working with technical job information, customer documentation, and compliance frameworks (e.g., MCS, Building Regulations, grant funding evidence) to ensure right-first-time accuracy.
• Effective influencer and collaborator, able to liaise smoothly with field ops, technical support engineers, product specialists, and external third parties to progress remedial actions and clear operational blockers.
• Strong analytical and investigative skills, with a logical approach to tracing customer journeys, identifying recurring operational issues, and providing actionable feedback for process improvements.
• Familiarity with the HVAC market, renewable heating systems, and post-installation/aftercare requirements.

The Benefits

• 23 days holiday
• Pension contribution matched up to 8%
• Life Assurance 3x base salary
• Genuit sharesave scheme

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.