Service & Repair Advisor

Service & Repair Advisor

Leeds Office

Part Time (24 Hours per week)

Job purpose

To assist and support the Service & Repair team with any administrative duties including answering any telephone, email or live chat queries in a professional, timely manner, ensuring an excellent customer service throughout their journey.

Key Responsibilities

• Answer any customer enquiries via telephone, email, or Intercom (Live chat) in line with business policies and processes.
• Help resolve issues and troubleshoot technical problems, where necessary escalate to a technical expert.
• Provide customers with accurate information about products and services ensuring a good customer outcome.
• Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.
• Update Zuno admin platform regularly to ensure all information is being recorded correctly for each job.
• Handle and manage through to a satisfactory resolution any emails from the Service and Repair inboxes.
• Ensure that all customers receive accurate and timely support that is relevant to their circumstances.
• Update all inhouse systems and excel documentation as and when required.
• Adhere to all relevant legislation, manufacturing regulations and company policies and procedures.
• Provide administrative support to other managers in various departments if required.
• Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with Zuno.

Experience and Qualifications

• 12 months plus experience working in a Customer Service Role or similar, with excellent verbal communication skills.
• Experience in delivering a right first-time good outcome for a customer.
• Experience of working in a fast paced, vibrant and at times pressured environment.
• Familiar with owning a customer enquiry/complaint through to resolution.
• Understanding of a positive customer experience.
• Caring and compassionate nature.
• Confidence in working on your own initiative as well as within a team environment.
• Driven to deliver a good outcome for customers.
• GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication.
• Patient and committed to excellence.
• IT Literate.
• Active listening skills.

About Zuno

When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.

Zuno offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Benefits

• 30 days annual leave + bank holidays
• Private medical cover with Aviva*
• 4 x 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