Customer Care & Product Advisor (Fixed-Term Contract, 6 Months)

IMI Hydronic Engineering; Darwen; On-site; GBP 21,000 - 26,000; Full time

Job summary

IMI plc is seeking a Customer Care & Product Advisor for a 6-month, office-based role. You will be the first point of contact for homeowners and installers, offering friendly, patient support.

You will guide product choices, assist with app and thermostat settings, and troubleshoot at a basic level, thinking practically to resolve issues with care. You should be comfortable using a computer, phone, email, and apps, with a calm telephone manner and a customer-focused approach.

Qualifications

• Experience in customer care or service.
• Ability to guide customers through product choices.
• Comfortable assisting with app and thermostat settings and basic troubleshooting.

Responsibilities

• Take incoming customer calls in a friendly, calm, and helpful way.
• Reply to customer emails with clear, simple guidance.
• Help homeowners and installers with product, app and system questions.
• Assist with using the app, changing settings and understanding basic product features.
• Ask questions to understand needs and guide customers through next steps.

Skills

Customer service

Clear communication

Problem solving

Tools

Email systems

App & thermostat apps

Job description

IMI plc

At IMI,we’renot just creating solutions;we’rebuilding careers. So, unlock your potential: do work that matters, grow with us, and be part of a teamshapingtomorrow.

Here, you can make a real difference – solving complex engineering challenges that make industries smarter,saferand more sustainable. From the energy that powers homes to the systems that keep the world moving,you’llhelp create solutions the world depends on.

Butit’snot just aboutthe work–it’sabout how you grow. We encourage curiosity, make learning part of everyday life, and give you real opportunities to build new skills and move your career forward.

We believe in nurturing your wellbeing, too, with strong benefits and flexible policies that help you succeed. At IMI,you’llfind a supportive,collaborativeand inclusive environment where you can truly thrive.

Role Overview

We are looking for someone to join the team fora 6-month, office-basedrole,focused onproviding friendly,patientand practical support to customers who need help with our products,systemsand services. The Customer Care &Product Advisor will be a reassuring first point of contact for homeowners and installers, helping them feel listened to,understoodand supported. The role involves answering questions, guiding customers through product choices,assistingwith app and thermostat settings, supporting pairing and basic troubleshooting, and helping people of all confidence levels — from experienced installers to elderly customers who may need a little extra time and care.We are also looking for someone who canthink outside the box, use good judgement, and work through problems in a practical way when a customer’s situation is not straightforward.

Key Responsibilities

• Take incoming customer phone calls in a friendly,calmand helpful way, making sure people feel listened to and supported.
• Reply to customer emails with clear,simpleand practical guidance.
• Help homeowners, installers and merchants with everyday product,appand 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.

Critical Competencies for Success

• A caring, customer-focused approach, with a genuine willingness to help people feel supported and understood.
• A friendly and polite telephone manner, with the confidence to speak to customers in a calm and reassuring way.
• Comfortable using a computer, phone, email,appsand everyday digital systems.
• Clear communication skills, with the ability to explain things simply without using overly technical language.
• Good listening skills and the patience to support customers who may be unsure or need extra guidance.
• A practical, helpful mindset, with strong problem-solving skills and the confidence tothink outside the boxwhen a customer’s issue does not have an obvious answer.
• A positive team attitude, with a willingness to learn, ask questions and share knowledge with others.

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description arerequiredto perform the essential functions of this position.Reasonable accommodations may be made for individuals with disabilities.Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities weoperatein and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observedbehavioursor unsafe acts.

Code of Ethics

IMI expects the highest ethical standards in all business dealings — with customers, suppliers, advisors, employees, and authorities — in line with our Code of Conduct.

IMI may amend this job description in whole or part at any time.