Sales & Customer Service Advisor (Heating Solutions)

Location: Warwick, United Kingdom. Hybrid working with 50% of hours office-based at Brooks House and 50% remote, subject to business requirements and successful completion of training. The 4-week training programme is delivered at the Warwick office. Saturday work is required once every three weeks on a rota basis.

Salary: £14,098.16 per year, plus commission on sales and additional pay for Saturday working.

Company

Baxi develops and manufactures residential and commercial heating and hot water solutions as part of hirify.global, with a focus on sustainable and lower-carbon energy solutions.

What you will do

• Handle inbound and outbound calls and respond to customer enquiries by phone and email.
• Use questioning, listening and problem-solving skills to identify customer needs and arrange appropriate support.
• Assess service and warranty enquiries, arrange appointments and coordinate field service assistance.
• Liaise with engineers and internal teams to resolve issues and ensure agreed actions are completed on time.
• Identify suitable opportunities to promote Baxi Service Plans and chargeable services.
• Maintain accurate customer and service records while working toward customer service and sales KPIs.

Requirements

• Excellent communication skills and a confident, professional telephone manner.
• Strong listening, questioning, problem-solving and negotiation skills.
• Customer-focused and empathetic approach, with the ability to remain calm during challenging conversations.
• Attention to detail and the ability to accurately record information and use IT systems.
• Positive, team-focused attitude, initiative and ownership of customer queries.
• Availability to work Saturdays on a rota basis.

Nice to have

• Previous customer service, sales, contact centre or similar customer-facing experience.
• Commercial awareness and confidence identifying sales and cross-selling opportunities.

Culture & Benefits

• 25 days of annual leave pro rata for part-time employees, with the option to purchase additional days.
• Contributory pension scheme, Health Plan and Unum support.
• Access to an Employee Benefits Hub.
• Training and development opportunities with potential progression within Baxi and hirify.global.
• Supportive team environment focused on sharing best practice, diversity, equity and inclusion.

Hiring process

• Successful candidates complete a comprehensive 4-week training programme at the Warwick office.
• Employment offers may be conditional on obtaining the relevant level of background checks.