Callout Advisor - Boilers & A/C

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

Job Summary:

As a Callout Advisor based in our Leeds office, you will be a first point of contact for customers who need assistance and support with their installed product. You’ll carry out any relevant basic technical troubleshooting and where necessary coordinate engineer/electrician visits. You’ll provide prompt and efficient support, to customers vis email, phone or through our online platforms ensuring customer satisfaction through effective communication and offering timely resolutions.

Key Responsibilities:

Receive and handle incoming requests from customers via phone, email, or online systems.

Assess and prioritise requests based on urgency and safety.

Schedule and dispatch qualified engineers or electricians to customer locations promptly.

Maintain clear, professional and empathetic communication with customers throughout the callout process.

Record and update customer details, call logs, and job statuses accurately in our CRM system.

Provide basic troubleshooting guidance to customers.

Liaise between customers, engineers, and management to ensure smooth and timely resolution of issues.

Monitor ongoing callouts and follow up with customers to confirm satisfactory completion of work.

Identify recurring issues or customer feedback and report to management for process improvements.

Adhere to all health and safety regulations and company policies during call handling and coordination.

Qualifications & Skills:

A minimum of 1 year experience in customer service, preferably in a technical environment.

Product knowledge of boilers, air conditioning, solar, heat pumps, electrical vehicle chargers is an advantage however, a level of technical training on all products will be provided.

Excellent communication skills, both verbal and written.

Strong organisational skills and ability to multitask under pressure.

Ability to remain calm and professional in high-pressure situations.

Proficient in using call management software.

Problem-solving mindset with attention to detail.

Flexibility to work outside normal business hours

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

Please note: We’re unable to offer visa sponsorship for this role, so candidates must already have the right to work in the UK.

*After probationary period