Technical Helpline Advisor

Baxi Heating UK Limited; Warwick; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday plus UK Bank Holidays

Income Protection

Contributory Pension Scheme

Enhanced Maternity, Paternity and Sick

Staff Discounts

Employee Benefits Platform

Career Development Opportunities

Job summary

The Technical Helpdesk Advisor is a technically oriented role at Baxi Heating UK Limited, handling enquiries from installers, specifiers and merchants regarding our residential products. It also supports internal customers with fault diagnosis and technical queries.

Comprehensive product training will be provided. Essential experience includes commissioning, servicing and fault finding, with a strong emphasis on health & safety compliance and material accuracy.

Qualifications

• Essential skills include excellent communication, problem-solving and IT literacy.
• Experience in customer service within heating or electrical sectors is preferred.
• City/ Guilds certifications related to gas engineering or plumbing are advantageous.

Responsibilities

• Handle technical enquiries from installers, specifiers and merchants.
• Support internal customers across departments with a multi-brand approach.
• Interpret legislation and standards, ensuring health & safety compliance.
• Contribute to improving technical support materials and processes.
• Provide input to maintain accurate technical documentation.

Skills

Interpersonal skills

Problem solving

Verbal & written communication

IT literacy

Customer Service Experience

Renewable technologies knowledge

Education

City and Guilds in gas engineering

City & Guilds in gas service engineering

NVQ equivalent

Job description

Job Summary

The Technical Helpdesk Advisor is a technically oriented role, which will take full responsibility for all enquiries from installers, specifiers and merchants regarding our Residential products. The role also covers technical support for our internal customers, from various departments internally. This role would suit someone who has previous experience and knowledge in commissioning, servicing and fault finding. Detailed product training will be provided to the successful candidate.

Key Tasks and Responsibilities

• To ensure the satisfaction and confidence of all customers in Baxi Group products and services and resolve enquiries from all internal and external groups/channels under a multi-brand strategy.
• The job holder is required to take full responsibility for all technical enquiries from customers, installers, designers and specifiers, and interpret and ensure compliance with relevant legislation and standards including health & Safety.
• To demonstrate an understanding of all aspects of the Service function to enable a coordinated approach to resolution of customer queries in collaboration with all areas of the business.
• To recognise, identify and elevate the potential impact of product and emerging issues and proactively contribute to improvement opportunities.
• Provide technical input and support for other areas of the business (Customer Relations).
• Provide input to ensure accuracy of technical support material.
• Represent company views and values in a professional and responsible manner to ensure an enhanced customer experience and drive a “world class” technical support offering.
• Utilise business systems to support all activities within the role.
• Undertake training to support development and the addition of new skill sets as required by the business.
• Health & Safety awareness and knowledge of compliance.

Education and Experience

Essential Good interpersonal skills with the ability to work under pressure whilst maintain a positive attitude and a logical, structured approach to problem solving with the ability for lateral thinking. Excellent verbal and written communication skills are essential together with keyboard competency. Excellent interpersonal and communication skills. IT awareness and system literacy. Customer Service Experience. Desirable. Ideally a background in the domestic heating, gas or electricity industry. Experience of fault diagnosis would be an advantage. City and Guilds in gas engineering or plumbing or NVQ equivalent. Knowledge of renewable technologies will be an advantage. City & Guilds in gas service engineering or equivalent, A sound knowledge of British Standards, Gas Safety Regulations, Building Regulations and codes of practise, Electrical standards and Gas Safe requirements are essential. Applicants with transferable skills from other technological/engineering/electrical fields would be considered.

Working Hours and Shift Pattern

There is a requirement to work 40 hours a week within a shift rotation, which is Monday – Friday 8am – 6pm and currently one in five Saturday’s (This could be paid as overtime or day in lieu the following week). Shift Patterns will be reviewed and are subject to change, in line with business requirements.

Location

Warwick – Coventry Road – CV34

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, BDR Thermea Group, 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.

Our Benefits

Our package includes a competitive basic salary plus a variable incentive. We also offer:

• 25 days holiday plus UK Bank Holidays
• Income Protection
• Contributory Pension Scheme
• Enhanced Maternity, Paternity and Sick Pay Schemes
• Staff Discounts
• Employee Benefits Platform
• Career Development Opportunities

DE&I

At BDR Thermea Group, 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.

Culture

At BDR Thermea Group, we don't just talk about making a difference - we live it every day. 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 BDR Thermea Group and join us on our journey towards a sustainable future.