Etech Mobility, Birmingham (HQ)
Location: Birmingham, B8 1AU
£27,000–£30,000 base (by tier) on 40-hour patterns, pro-rata for the 48-hour pattern | + annual performance bonus (up to 10%) | Full-time, 9:00am–5:30pm | Possible patterns: Monday–Friday, 5-day rota Monday–Saturday, or Monday–Saturday (6 days)
About Etech Mobility
Etech Mobility is a UK mobility brand specialising in lightweight foldable electric wheelchairs. We sell primarily online, supported by showrooms in Birmingham and Glasgow, with additional locations planned. Our mission: making mobility affordable and empowering for everyone.
Online is our primary channel: most customers find us, research us and decide on us online. This role sits at the heart of that channel.
The role
You'll be a Customer Service Advisor at our Birmingham HQ, handling our online customer base across phone, email and chat. The work is genuinely 50/50: half is sales enquiries (helping new customers understand what they need and what to buy), half is post-sale support (resolving issues, returns, fault reports, warranty queries). Both flow through the same desk so customers get one point of contact, before and after the order.
- Handle inbound phone, email and chat enquiries from prospective and existing customers
- Discover what a buyer actually needs and guide them to the right product: chair, scooter or accessory
- Convert enquiries into orders: specification, pricing, delivery and follow-up
- Resolve post-sale issues: delivery problems, fault reports, returns, warranty queries
- Coordinate with the workshop and warehouse on technical and dispatch escalations
- Log every interaction in the CRM and helpdesk so the next contact has context
- Follow up on warm leads who haven't yet bought, and check in on customers who recently did
You report to the Customer Service Manager.
Working pattern
Birmingham HQ-based, 9:00am to 5:30pm with a 30-minute unpaid break each day. Possible patterns, agreed before you start and consistent week to week:
- Monday to Friday (5 days, 40 hours/week)
- 5-day rota across Monday to Saturday with one weekday off (40 hours/week)
- Monday to Saturday (6 days, 48 hours/week, base pro-rated up by 20%)
Sunday is always off. Predictable schedule, life outside work.
What we're looking for
- Calm, composed and empathetic by nature: our customers are often older, often anxious, and frequently making an emotional purchase
- Comfortable with hard conversations: winning back frustrated customers, advising alternatives that reduce returns, taking a complaint and turning it around
- Strong listener and discoverer: sales conversion in our niche comes from understanding the customer's needs in genuine conversation, not from sales technique
- Customer-facing experience: phone, email or chat support, online retail, or any consumer-facing role where the conversation does the work
- Good written English: half the day is email and chat
- Comfortable with digital tools: phone systems, helpdesk / CRM, Shopify admin
- Mobility or medical sector experience is a plus, not a requirement. We train product knowledge.
Compensation
On 40-hour patterns (Mon–Fri or Mon–Sat 5-day rota):
- £27,000 starting base (Tier A), rising to £28,500 (Tier B) and £30,000 (Tier C) with tenure and proven performance
- Realistic OTE at target: £29,700 (Tier A) rising to £33,000 (Tier C)
On the 48-hour pattern (Mon–Sat 6 days), base is pro-rated up by 20%:
- £32,400 starting base (Tier A), £34,200 (Tier B), £36,000 (Tier C)
- Realistic OTE at target: £35,640 (Tier A) rising to £39,600 (Tier C)
Applies to all patterns:
- Annual performance bonus, up to 10% of base, awarded at your year-end review
- 28 days paid annual leave, pension auto-enrolment
- Paid monthly via PAYE; bonus paid following the annual review
Career progression
Path: Customer Service Advisor → Senior Customer Service Advisor → Customer Service Manager. Senior Advisors sit at £31,000–£34,000 base by tier (OTE up to around £37,400 at Tier C); CS Manager band £35,000–£40,000 (OTE up to around £44,000). Progression is based on demonstrated performance across both sales and support sides.
Probation
Standard 3-month probation.
How to apply
Send your CV and a short cover note (one paragraph on why this role, why Etech Mobility) to [email protected]. Or apply via the LinkedIn / Indeed listing.
HQ address: Unit 9 Network Park Industrial Estate, Duddeston Mill Road, Birmingham, B8 1AU
We're hiring fast. We aim to move from application to offer within 2-3 weeks. The process is light: a CV review, a video call, and references if we proceed.
Pay: £27,000.00-£37,400.00 per year
Benefits:
Experience:
- Inbound call: 3 years (required)
- Sales: 1 year (required)
- Customer service: 2 years (required)
Work Location: In person
