SALES & CUSTOMER SERVICE ADVISOR - 20 hours 2pm - 6pm

Baxi Heating UK Limited; Warwick; Hybrid; GBP 29,000 - 33,000; Full time

Benefits offered by this job

25 days leave pro rata

Pension

Benefits Hub

Health plan

Training & development

Team environment

Job summary

Baxi is seeking a Sales & Customer Service Advisor in Warwick to provide frontline support for customers following sale or installation of heating products. You will handle calls and emails, diagnose issues, and coordinate with engineers to resolve queries within agreed timescales.

You will identify sales opportunities such as Service Plans, maintain accurate records, and contribute to KPIs while delivering a positive customer experience.

Qualifications

• Excellent communication skills with a confident telephone manner.
• Strong listening, questioning and problem-solving abilities.
• Customer-focused and empathetic approach under pressure.
• Willingness to learn with full training provided.
• Availability to work Saturdays on a rota.

Responsibilities

• Handle inbound and outbound customer calls and emails.
• Use questioning and problem-solving to identify solutions.
• Arrange appointments for service/warranty and coordinate with engineers.
• Identify sales opportunities including Service Plans.
• Maintain accurate customer records and ensure timely actions.
• Meet KPIs and deliver positive customer experiences.

Skills

Communication skills

Listening

Negotiation

Empathy

Customer focus

Tools

IT systems

Job description

Contract and Working Details

• Contract Type: Fixed-term contract – 5 months
• Location: Warwick – Brooks House, CV34 4LL
• Department: Baxi Customer Support
• Reports to: Team Manager
• Salary: £14,098.16
• Commission: Commission available on sales
• Working Pattern: 20 hours per week, Monday to Friday, 2pm to 6pm, with 1 in 3 Saturdays on a rota. Saturday working attracts additional pay.
• Hybrid Working: 50% of working hours will be office-based at Brooks House, with the remaining 50% worked remotely, subject to business requirements and successful completion of training.

The Person We’re looking for

We’re looking for a confident, customer‑focused individual who enjoys helping people and can remain calm and professional when dealing with challenging situations. You’ll be an excellent communicator, comfortable asking the right questions to understand a customer’s needs and able to use sound judgement to determine the most appropriate course of action. You’ll have a natural ability to build rapport, show empathy and turn difficult conversations into positive customer experiences. You’ll also be commercially aware, with the confidence to identify appropriate sales and revenue‑generating opportunities while maintaining a customer‑first approach. Previous experience in customer service, sales or a similar customer‑facing role would be advantageous, but it’s not essential. We’re equally interested in your attitude, communication skills and willingness to learn, and full training will be provided.

The Role

As a Sales & Customer Service Advisor at Baxi, you’ll provide front‑line support to customers and business contacts following the sale, installation or use of our heating products. You’ll handle a wide range of enquiries by phone and email, using effective questioning to understand the root cause of customer issues and arrange the right support. You’ll work closely with engineers and internal teams to gather information, resolve queries and ensure agreed actions are completed accurately and within the required timescales. The role also includes identifying appropriate opportunities to promote Baxi services and Service Plans, helping customers access solutions that provide additional support and long‑term peace of mind. Accuracy is essential. You’ll be responsible for recording customer and service information correctly on our systems, ensuring engineers and colleagues have the information they need to deliver an efficient and effective service. You’ll start your Baxi journey with a comprehensive 4‑week training programme, delivered at our Warwick office, giving you the knowledge and confidence you need to succeed in the role.

Responsibilities

• Handle inbound and outbound customer calls and respond to enquiries through a variety of channels, including email.
• Use strong questioning, listening and problem‑solving skills to understand customer needs and identify the appropriate solution.
• Assess service and warranty enquiries, arranging appropriate appointments and ensuring customers receive the right support.
• Liaise with engineers and internal teams to gather information, resolve issues and keep customer requests moving forward.
• Identify appropriate sales and revenue opportunities, including Baxi Service Plans and chargeable services.
• Maintain accurate customer and service records, ensuring information is clearly documented for future interactions.
• Work collaboratively to meet customer service and sales KPIs while consistently delivering a positive Baxi customer experience.

Requirements

• Excellent communication skills, with a confident and professional telephone manner.
• Strong listening, questioning, problem‑solving and negotiation skills.
• A customer‑focused and empathetic approach, with the ability to remain calm and professional when handling challenging situations.
• Good attention to detail, with the ability to accurately record information and use IT systems.
• A positive, team‑focused attitude, with the ability to use initiative and take ownership of customer queries.
• Availability to work Saturdays on a rota basis, as required by the business.
• Desirable: Previous experience in customer service, sales, contact centre or a similar customer‑facing environment. Commercial awareness and the confidence to identify appropriate sales and cross‑selling opportunities.
• Full training will be provided, so if you have the right attitude and a passion for delivering great customer service, we’d love to hear from you.

Our Benefits

• 25 days annual leave, pro rata for part‑time employees, plus the option to purchase additional days.
• Contributory pension scheme.
• Access to Employee Benefits Hub.
• Health Plan and Unum support.
• Industry‑leading training and development opportunities.
• A supportive team environment with opportunities to share best practice.
• Opportunities to develop and progress within Baxi and the wider BDR Thermea Group.

*PLEASE NOTE – Due to the nature of our work this role may require background checks, and offers of employment will be dependent on obtaining the relevant level of checks.

About BAXI

We’re leading the energy transition to zero carbon, by offering complete residential and commercial heating and hot water solutions. As one team across the UK and Ireland, and with the backing of our global parent company, BDRThermeaGroup, we work together with a collective knowledge and expertise that’s literally centuries in the making. We’re proud of our heritage, manufacturing in the UK since 1866, and we’re experienced in adapting to changing needs. Whether you’re joining us in the field or working at one of our established hub locations, you’ll be part of a team that offers opportunities in a historically rich, British manufacturing company focused on sustainable, greener and cleaner energy solutions.

Site Locations

• Preston – Home to our Manufacturing since 1866
• Bamber Bridge – PR5 6FN
• Warwick – Home to our Commercial Services
• Brooks House – CV34 4LL

Specialties

• Domestic gas boilers
• Commercial gas boilers
• Hydrogen boilers
• Electric hot water products
• Gas fired water heaters for commercial applications
• Commercial CHP
• Heat pumps
• Heat networks
• Genuine spare parts
• Service and maintenance of gas boilers
• Smart controls
• Heating solutions for newbuild
• Specification support
• Design service
• Sustainable heating solutions
• High efficiency boilers
• ASHP
• Heating solutions
• plantrooms

Our Approach

Baxi is an equal opportunities employer, and we do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality or ethnic or national origin, religion or belief, disability, or age. At BDRThermeaGroup, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.

As a member of our team, you will be part of a company that is leading the way in the global energy transition, shaping the future of sustainable heating and hot water systems. You will have the opportunity to work alongside passionate colleagues who share our core values: One Team, Sustainable Future and Customer Focus and commitment to making a positive impact on the world. We believe that our employees are our greatest asset, and we are committed to supporting your growth, development, and well‑being. As a possible future employee, you can expect to be part of a purpose‑driven environment that encourages creativity, innovation, and collaboration. Take the first step towards your exciting career with BDRThermeaGroup and join us on our journey towards a sustainable future.