SALES & CUSTOMER SERVICE ADVISOR - 20 hours 2pm - 6pm

SALES & CUSTOMER SERVICE ADVISOR

Job description

At Baxi, our Sales & Customer Service Advisors are at the heart of the customer experience, providing professional, knowledgeable and solutions-focused support to customers, installers, merchants and other business contacts. As the first point of contact for many service enquiries, you'll use your communication, questioning and problem-solving skills to understand customer needs, arrange appropriate support and ensure every interaction leaves a positive impression of the Baxi brand.

This is a varied role combining customer service, after-sales support and sales opportunities. You'll manage inbound and outbound calls, respond to customer enquiries, arrange service visits, liaise with engineers and internal teams, and recognise opportunities to provide additional services where appropriate. You'll play an important role in making sure our field service resources are used effectively while delivering an excellent customer experience.

Contract Type: Fixed-term contract - 5 months

Location: Warwick - Brooks House, CV34 4LL

Department: Baxi Customer Support

Reports to: Team Manager

Salary: £14,098.16

Commission: Commission available on sales

Working Pattern: 20 hours per week, Monday to Friday, 2pm to 6pm, with 1 in 3 Saturdays on a rota. Saturday working attracts additional pay.

Hybrid Working: 50% of working hours will be office-based at Brooks House, with the remaining 50% worked remotely, subject to business requirements and successful completion of training.

The Person

We're looking for a confident, customer-focused individual who enjoys helping people and can remain calm and professional when dealing with challenging situations.

You’ll be an excellent communicator, comfortable asking the right questions to understand a customer’s needs and able to use sound judgement to determine the most appropriate course of action. You’ll have a natural ability to build rapport, show empathy and turn difficult conversations into positive customer experiences.

You’ll also be commercially aware, with the confidence to identify appropriate sales and revenue-generating opportunities while maintaining a customer-first approach.

Previous experience in customer service, sales or a similar customer-facing role would be advantageous, but it’s not essential. We’re equally interested in your attitude, communication skills and willingness to learn, and full training will be provided.

The Role

As a Sales & Customer Service Advisor at Baxi, you’ll provide front-line support to customers and business contacts following the sale, installation or use of our heating products.

You’ll handle a wide range of enquiries by phone and email, using effective questioning to understand the root cause of customer issues and arrange the right support. You’ll work closely with engineers and internal teams to gather information, resolve queries and ensure agreed actions are completed accurately and within the required timescales.

The role also includes identifying appropriate opportunities to promote Baxi services and Service Plans, helping customers access solutions that provide additional support and long-term peace of mind.

Accuracy is essential. You’ll be responsible for recording customer and service information correctly on our systems, ensuring engineers and colleagues have the information they need to deliver an efficient and effective service.

You’ll start your Baxi journey with a comprehensive 4‑week training programme, delivered at our Warwick office, giving you the knowledge and confidence you need to succeed in the role.

Responsibilities

• Handle inbound and outbound customer calls and respond to enquiries through a variety of channels, including email.
• Use strong questioning, listening and problem-solving skills to understand customer needs and identify the appropriate solution.
• Assess service and warranty enquiries, arranging appropriate appointments and ensuring customers receive the right support.
• Liaise with engineers and internal teams to gather information, resolve issues and keep customer requests moving forward.
• Identify appropriate sales and revenue opportunities, including Baxi Service Plans and chargeable services.
• Maintain accurate customer and service records, ensuring information is clearly documented for future interactions.
• Work collaboratively to meet customer service and sales KPIs while consistently delivering a positive Baxi customer experience.

Requirements

To be successful in this role, you will have strong communication skills, a customer‑focused approach and the ability to work effectively in a fast‑paced environment.

Essential

• Excellent communication skills, with a confident and professional telephone manner.
• Strong listening, questioning, problem‑solving and negotiation skills.
• A customer‑focused and empathetic approach, with the ability to remain calm and professional when handlin

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