Callout Advisor #INDP
Location: Leeds
Job Type: Full-Time
About the Role
We are looking for a customer-focused and organised Callout Advisor to join our growing support team based in Leeds.
As the first point of contact for customers requiring assistance with their installed products, you will play a vital role in delivering exceptional customer service. You will provide initial troubleshooting support, coordinate engineer and electrician visits when required, and ensure customers receive prompt and effective resolutions.
This is an excellent opportunity for someone with strong customer service skills who enjoys problem-solving and working within a fast-paced technical environment.
Key Responsibilities
- Handle incoming customer enquiries via telephone, email, and online platforms.
- Assess and prioritise requests based on urgency and safety requirements.
- Schedule and coordinate engineers and electricians to attend customer sites.
- Provide clear, professional, and empathetic communication throughout the customer journey.
- Maintain accurate records of customer interactions, job updates, and service requests within the CRM system.
- Deliver basic technical troubleshooting support to customers.
- Liaise with engineers, customers, and internal departments to ensure issues are resolved efficiently.
- Monitor ongoing callouts and follow up with customers to confirm successful completion of work.
- Identify recurring issues and customer feedback trends, escalating recommendations for service improvements.
- Ensure compliance with company procedures, health & safety standards, and customer service expectations.
Skills & Experience
- Minimum 1 year of customer service experience, ideally within a technical, engineering, maintenance, utilities, or service-based environment.
- Knowledge of boilers, solar PV, heat pumps, EV chargers, or renewable energy products would be advantageous, although full product training will be provided.
- Excellent verbal and written communication skills.
- Strong organisational and multitasking abilities.
- Ability to remain calm and professional when dealing with urgent or high-pressure situations.
- Experience using CRM or call management systems.
- Strong problem-solving skills and attention to detail.
- Flexible approach to working hours when required.
What We Offer
- 30 days annual leave plus bank holidays.
- Free tea, coffee, fruit, and breakfast.
- Modern office environment.
- Regular social events and team celebrations.
- Ongoing training and career development opportunities.
- Enhanced family-friendly benefits.
- Private medical cover.
- Company pension scheme.
- Death in service benefit.
- A supportive, collaborative team culture with genuine opportunities for progression.
Pay: £27,000.00 per hour
Benefits:
- Company events
- Company pension
- Free parking
Application question(s):
- Do you have knowledge of boilers, solar, heat pumps or electrical vehicle chargers?
Experience:
- Customer Service: 1 year (required)
Work Location: In person
