Customer Advisor

Nu-Heat Ltd; Honiton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Genuit Group in Honiton is seeking a Customer Complaints Handler to own the end-to-end resolution journey, coordinating internal teams and third parties to resolve issues and protect customer satisfaction.

You will gather information, set expectations, manage warranty claims and schedule servicing, keeping customers informed through to closure while driving right-first-time improvements. This role requires strong communication and collaboration in a busy environment.

Qualifications

• Experience in a customer service environment handling complex queries.
• Ability to manage multiple cases and coordinate internal teams.
• Experience with warranty claims and service scheduling is desirable.

Responsibilities

• Act as key point of contact for customers with complaints, ownership from initial contact through to resolution and closure.
• Gather information, set expectations and keep customers updated throughout.
• Manage warranty claims end-to-end in line with policy, logging and progressing actions.
• Arrange servicing bookings and call outs with correct scoping and scheduling.
• Liaise with internal teams to progress remedial actions and parts requirements.
• Identify recurring issues and provide actionable feedback for improvements.

Skills

Customer service

Cross-functional teamwork

Stakeholder management

Organisational skills

Communication skills

Conflict resolution

Problem solving

Commercial acumen

Tools

CRM/ERP platforms

Office 365

Job description

Closing Date for Application: Tuesday 06/10/2026

Role Purpose

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

Capabilities required

Experience 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

We are

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. Here at Genuit we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. Our people are central to us which is why we’re passionate about building a culture of trust and innovation. We operate a decentralised business model where each Genuit Business attracts, nurtures, and retains local talent, becoming experts in their field. It is our people who will ensure that our success is sustainable, supporting each other and being flexible and responsive to the demands of our customers and the marketplace. The 'Search for Jobs' page shows you all our current roles, each providing an opportunity to develop your career in an organisation that, through innovative products and technology and a clear customer focus, has set its sights on being at the forefront of the Construction Industry.