Customer Advisor

Role Purpose

The Customer Advisor plays a vital role in keeping our customer experience on track, acting as the operational bridge between our customers, field teams, and internal experts. The role is responsible for coordinating field visits, servicing, warranty claims, and compliance documentation to ensure seamless ongoing support.

When a customer's journey hits a snag or they are unsure of who to contact, the Customer Advisor takes ownership to guide them back on track. By balancing day-to-day field operations coordination with resolving escalated or complex field/compliance issues, this role ensures both customer satisfaction and operational efficiency.

Organisation structure

Reports to: Customer Services Manager

Works with: Technical Support Engineer, Technical Support Supervisor, Product Specialist, Product Specialist Supervisor

Core areas of responsibility

• Schedule, scope, and coordinate field engineer visits, service bookings, and call-outs, ensuring clear communication with customers and efficient field resource allocation.
• Ensure all required documentation (e.g., MCS, Building Regulations) is in place to ensure right first time issue of certification and grant funding.
• Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion.
• Collaborate proactively with technical specialists, field ops, and internal teams to progress remedial actions and resolve complex customer cases, escalating blockers early where necessary.
• Act as a central, reassuring point of contact for customers who have fallen out of the standard process or need guidance on next steps, owning their journey through to full resolution.
• Identify recurring issues and themes, providing actionable feedback to relevant departments to support right-first-time improvements.

Capabilities required

• Proven experience in a customer-facing or field support environment, with a track record of coordinating customer journeys, field visits, and cross-functional teams to deliver resolution.
• Demonstrated ability to manage multiple operational tasks and cases concurrently—prioritising effectively, balancing routine scheduling with reactive issue recovery, and meeting agreed timelines.
• Strong interpersonal skills with a calm, reassuring approach. Able to set clear expectations, guide customers who feel off-track back into the process, and manage difficult conversations professionally under pressure.
• Confident working with technical job information, customer documentation, and compliance frameworks (e.g., MCS, Building Regulations, grant funding evidence) to ensure right-first-time accuracy.
• Effective influencer and collaborator, able to liaise smoothly with field ops, technical support engineers, product specialists, and external third parties to progress remedial actions and clear operational blockers.
• Strong analytical and investigative skills, with a logical approach to tracing customer journeys, identifying recurring operational issues and providing actionable feedback for process improvements.
• Familiarity with the HVAC market, renewable heating systems, and post-installation/aftercare requirements.

The Benefits

• 25 days holiday
• Pension contribution matched up to 8%
• Life Assurance 3x base salary
• Genuit sharesave scheme

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