Service & Repair Advisor

Zuno Tech Group; Leeds; On-site; GBP 12,000 - 18,000; Part time

Benefits offered by this job

30 days annual leave

Private medical cover

4 x salary Death in Service

Maternity pay

Paternity pay

Pension match

Training & development

Social events

Job summary

Zuno is seeking a diligent Service & Repair Advisor to join our Leeds Office on a part-time basis (24 hours per week). You will handle customer inquiries via telephone, email and live chat, provide accurate information, and support the Service & Repair team with admin duties.

Ideal candidates have at least 12 months in customer service, strong verbal English communication, and a compassionate approach. You will work both independently and within a team to maintain high customer satisfaction.

Qualifications

• 12 months plus experience in a customer service role or similar.
• Experience delivering right-first-time outcomes for customers.
• Experience in fast-paced, vibrant environments.
• Familiar with owning a customer enquiry through to resolution.
• Good command of English in written communication.
• IT literate and able to use common office software.

Responsibilities

• Answer customer enquiries via telephone, email, or live chat in line with policies.
• Troubleshoot issues and escalate to a technical expert when needed.
• Provide accurate information about products and services to customers.
• Ensure compassionate support for customers with special circumstances.
• Update admin platform and documentation accurately.
• Handle emails and ensure timely, satisfactory resolutions.
• Maintain timely and relevant responses across channels.
• Adhere to policies and procedures; support other managers if required.

Skills

Customer service

Verbal communication

Right first-time resolution

Active listening

IT literate

English proficiency

Tools

Intercom

Job description

Service & Repair Advisor

Leeds Office

Part Time (24 Hours per week)

Job purpose:

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.

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 escalated 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:

• 30 days annual leave + bank holidays

• Private medical cover with Aviva*

• 4 x salary Death in Service cover with Zurich*

• Paid 6 months maternity pay after a year of service

• Paid paternity pay after a year of service

• Salary sacrifice pension matched up to 6%

• Ongoing training & development opportunities

• Social events

*After probationary period