At VELUX, great customer experiences don’t happen by chance—they are created by people who care, who listen, and who know how to turn complexity into clarity.
We are looking for a Customer Service Advisor to join our Dealer Services team, supporting customers across Great Britain and Ireland. In this role, you’ll go beyond answering enquiries—you’ll become a trusted advisor to our dealers, helping them make confident, informed decisions that drive their business forward.
This is not just a contact centre role—it’s a position where service meets commercial insight.
You will play a key role in protecting and strengthening VELUX’s market position by delivering what our dealers value most: fast, accurate advice and a seamless experience from start to finish.
Working in a fast-paced, multi-channel environment, you’ll take ownership of enquiries, build strong relationships, and ensure every interaction adds value.
You will be located in our Glenrothes office and limited travel may occur.
As a Customer Service Advisor, you’ll be at the centre of the customer journey—connecting people, products, and solutions.
You will:
- Act as a trusted point of contact for dealer customers, providing clear, knowledgeable, and practical support
- Guide customers towards the right VELUX solutions, balancing technical requirements and commercial needs
- Manage enquiries across phone, email, and chat, ensuring a consistent and high-quality experience
- Take full ownership of cases, from first contact through to resolution
- Handle more complex queries and complaints with confidence, empathy, and sound judgement
- Build strong relationships with internal teams to ensure smooth coordination and timely outcomes
- Identify opportunities to add value, strengthen dealer capability, and support sales growth
This is a role for someone who thrives in a busy environment and enjoys managing multiple priorities without losing attention to detail.
You will:
- Balance speed and quality, working to KPIs and service targets
- Use your judgement to make informed decisions, knowing when to escalate
- Navigate systems and tools confidently to deliver accurate and efficient outcomes
- Contribute to continuous improvement, helping us make the customer journey even better
You are service-driven, commercially aware, and motivated by helping customers succeed.
You bring a natural ability to build trust and create clarity—especially when things are complex.
We imagine you:
- Are an excellent communicator, with strong listening and questioning skills
- Build relationships easily and act with professionalism and credibility
- Stay calm and structured in a fast-moving environment
- Have strong attention to detail, supported by good literacy and numeracy skills
- Are comfortable using multiple systems and tools
- Are open to feedback and motivated by continuous learning and development
- Understand how great service can also drive commercial value
At VELUX, you’ll be part of a company where people genuinely care—about customers, about each other, and about doing things the right way.
You can expect:
- A collaborative environment with strong team spirit and knowledge sharing
- A culture built on trust, respect, and customer focus
- Opportunities to grow your skills and develop your career
- A role where your contribution has a real and visible impact
