Service & Repair Advisor

Zuno

Leeds

On-site

GBP 14,000 - 18,000

Part time

24 hours ago

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Benefits offered by this job

Leave 30 days + bank holidays

Private medical cover

Death in Service x4 salary

Maternity pay after 6 months

Paternity pay after a year

Pension matched (6%)

Training & development

Social events

Job summary

Zuno is seeking a part-time Service & Repair administrative assistant in Leeds. You will assist the team with telephone, email, and live chat queries while ensuring excellent customer service throughout their journey.

Responsibilities include handling enquiries, resolving issues, updating records, and providing cross-departmental support. The role requires at least 12 months in customer service, strong English, and IT literacy.

Qualifications

12 months plus experience in a customer service role or similar.
Experience delivering a right first-time outcome for a customer.
Experience in fast-paced, vibrant, pressured environments.
Familiar with owning a customer enquiry through to resolution.
Understanding of a positive customer experience.

Responsibilities

Answer customer enquiries via telephone, email, or Intercom in line with policies.
Help resolve issues and troubleshoot technical problems; escalate where needed.
Provide accurate information about products and services to ensure good outcomes.
Adapt processes to support customers with special circumstances.
Update Zuno admin platform to keep information recorded for each job.
Handle emails from Service and Repair inboxes to satisfactory resolutions.
Ensure customers receive timely support relevant to their circumstances.
Update in-house systems and Excel documentation as required.
Adhere to legislation, regulations and policies.
Provide administrative support to other managers if required.
Perform other duties as required by management.

Skills

Customer service

Verbal communication

IT literate

Active listening

Team work

Right first time

English proficiency

Education

GCSE Maths & English

Tools

Intercom

Job description

The Role

To assist and support the Service & Repair team with any administrative duties including answering any telephone, email or live chat queries in a professional, timely manner, ensuring an excellent customer service throughout their journey.

Leeds Office

Part Time (24 Hours per week)

The Role

Key Responsibilities

Answer any customer enquiries via telephone, email, or Intercom (Live chat) in line with business policies and processes.
Help resolve issues and troubleshoot technical problems, where necessary escape to a technical expert.
Provide customers with accurate information about products and services ensuring a good customer outcome.
Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.
Update Zuno admin platform regularly to ensure all information is being recorded correctly for each job.
Handle and manage through to a satisfactory resolution any emails from the Service and Repair inboxes.
Ensure that all customers receive accurate and timely support that is relevant to their circumstances.
Update all inhouse systems and excel documentation as and when required.
Adhere to all relevant legislation, manufacturing regulations and company policies and procedures.
Provide administrative support to other managers in various departments if required.
Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with Zuno.

Experience And Qualifications

12 months plus experience working in a Customer Service Role or similar, with excellent verbal communication skills.
Experience in delivering a right first-time good outcome for a customer.
Experience of working in a fast paced, vibrant and at times pressured environment.
Familiar with owning a customer enquiry/complaint through to resolution.
Understanding of a positive customer experience.
Caring and compassionate nature.
Confidence in working on your own initiative as well as within a team environment.
Driven to deliver a good outcome for customers.
GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication.
Patient and committed to excellence.
IT Literate.
Active listening skills.

About Zuno

When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.

Zuno offers…

A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Benefits