Sales and Customer Service Advisor

SALES & CUSTOMER SERVICE ADVISOR
Salary: £21,147.24 per annum (30 hours per week)
Commission : Additional commission available on sales
Contract Type: Fixed-Term Contract (5 Months)
Location: Brooks House, Warwick, CV34 4LL
Working Pattern: Monday to Friday, 8am to 2pm (30 hours per week)
Saturday Working: 1 in 3 Saturdays on a rota basis, with additional pay
Hybrid Working: 50% office-based and 50% remote following successful completion of training
The Role
As a Sales & Customer Service Advisor, you'll provide front-line support to customers following the sale, installation and use of Baxi products.
Working within our Customer Support team, you'll handle enquiries by phone and email, using effective questioning and problem-solving skills to understand customer needs and identify the most appropriate solution.
You'll work closely with engineers and internal stakeholders to resolve customer queries, arrange service appointments and ensure every customer receives a professional and efficient service.
You'll also support the promotion of Baxi Service Plans and other chargeable services, helping customers access solutions that provide ongoing support and peace of mind.
Accuracy is essential in this role. You'll ensure customer records, service information and appointment details are recorded correctly to support both customers and engineers.
To help you succeed, you'll receive a comprehensive 4-week training programme based at our Warwick office, giving you the knowledge and confidence needed to thrive in the role.
What You'll Be Responsible For
Handling inbound and outbound customer calls and responding to enquiries via multiple channels, including email.
Using effective questioning, listening and problem-solving skills to understand customer requirements and identify solutions.
Assessing service and warranty enquiries and arranging the appropriate support.
Liaising with engineers and internal teams to gather information and resolve customer issues.
Identifying suitable sales opportunities, including Baxi Service Plans and chargeable services.
Maintaining accurate customer and service records.
Working collaboratively to achieve customer service and sales KPIs.
Delivering an exceptional customer experience at every stage of the customer journey.
What We're Looking For
We're looking for a confident, customer-focused individual who enjoys helping others and can remain calm and professional when handling challenging situations.
You'll be a strong communicator with the ability to build rapport, show empathy and take ownership of customer enquiries through to resolution.
Whilst previous customer service experience is beneficial, we're equally interested in individuals with the right attitude, communication skills and willingness to learn.
Essential Skills & Experience
Excellent communication skills and a professional telephone manner.
Strong listening, questioning and problem-solving abilities.
A customer-focused and empathetic approach.
Good attention to detail and confidence using IT systems.
Ability to work independently and as part of a team.
A positive attitude and willingness to learn.
Availability to work Saturdays on a rota basis.
Desirable Skills & Experience
Previous experience within customer service, sales, contact centre or a customer-facing environment.
Commercial awareness and the confidence to identify appropriate sales 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.
Benefits
25 days annual leave (pro rata) with option to purchase additional days
Contributory pension scheme
Employee Benefits Hub
Health Plan and Unum support
Industry-leading training and development
Career progression opportunities within Baxi and the wider BDR Thermea Group
Supportive and collaborative team environment
About Baxi
At Baxi, we're helping lead the transition to a low-carbon future by providing residential and commercial heating and hot water solutions across the UK and Ireland.
Backed by our global parent company, BDR Thermea Group, we combine international expertise with over 150 years of British manufacturing heritage. Since 1866, we've continuously evolved to meet changing customer needs and remain committed to delivering innovative and sustainable energy solutions.
Whether you're based in the field or one of our office locations, you'll join a business that values collaboration, development and continuous improvement.
Our Locations
Preston - Bamber Bridge, Preston, PR5 6FN
Warwick - Brooks House, Warwick, CV34 4LL
Diversity & Inclusion
Baxi is an equal opportunities employer. We are committed to creating an inclusive environment where everyone feels respected, valued and able to thrive regardless of gender, age, disability, race, religion or belief, sexual orientation, gender reassignment, marital status, pregnancy or maternity.
Important Information
Please note that due to the nature of our business, this role may be subject to background checks. Any offer of employment will be conditional upon the successful completion of the relevant checks.

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