Callout Advisor - Boilers & A​/C

Callout Advisor - Boilers & A/C

Leeds Office

Full Time

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 or electrician visits, providing prompt and efficient support to customers via email, phone or our online platforms and ensuring customer satisfaction through effective communication and timely resolutions.

• 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.

• 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.

• 30 days annual leave + bank holidays

• Private medical cover with Aviva*

• 4 × 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

* After probationary period