SALES & CUSTOMER SERVICE ADVISOR

Job description

At Baxi, our Sales & Customer Service Advisors are at the heart of the customer experience, providing professional, knowledgeable and solutions-focused support to customers, installers, merchants and other business contacts. As the first point of contact for many service enquiries, you’ll use your communication, questioning and problem-solving skills to understand customer needs, arrange appropriate support and ensure every interaction leaves a positive impression of the Baxi brand.

This is a varied role combining customer service, after-sales support and sales opportunities. You’ll manage inbound and outbound calls, respond to customer enquiries, arrange service visits, liaise with engineers and internal teams, and recognise opportunities to provide additional services where appropriate. You’ll play an important role in making sure our field service resources are used effectively while delivering an excellent customer experience.

Contract Type: Fixed-term contract – 5 months Location: Warwick – Brooks House, CV34 4LL Department: Baxi Customer Support Reports to: Team Manager

Salary: £14,098.16

Commission: Commission available on sales Working Pattern: 20 hours per week, Monday to Friday, 2pm to 6pm, with 1 in 3 Saturdays on a rota. Saturday working attracts additional pay.

Hybrid Working: 50% of working hours will be office-based at Brooks House, with the remaining 50% worked remotely, subject to business requirements and successful completion of training.

The Person

We’re looking for a confident, customer-focused individual who enjoys helping people and can remain calm and professional when dealing with challenging situations.

You’ll be an excellent communicator, comfortable asking the right questions to understand a customer’s needs and able to use sound judgement to determine the most appropriate course of action. You’ll have a natural ability to build rapport, show empathy and turn difficult conversations into positive customer experiences.

You’ll also be commercially aware, with the confidence to identify appropriate sales and revenue-generating opportunities while maintaining a customer-first approach.

Previous experience in customer service, sales or a similar customer-facing role would be advantageous, but it’s not essential. We’re equally interested in your attitude, communication skills and willingness to learn, and full training will be provided.

The Role

As a Sales & Customer Service Advisor at Baxi, you’ll provide front-line support to customers and business contacts following the sale, installation or use of our heating products.

You’ll handle a wide range of enquiries by phone and email, using effective questioning to understand the root cause of customer issues and arrange the right support. You’ll work closely with engineers and internal teams to gather information, resolve queries and ensure agreed actions are completed accurately and within the required timescales.

The role also includes identifying appropriate opportunities to promote Baxi services and Service Plans, helping customers access solutions that provide additional support and long-term peace of mind.

Accuracy is essential. You’ll be responsible for recording customer and service information correctly on our systems, ensuring engineers and colleagues have the information they need to deliver an efficient and effective service.

You’ll start your Baxi journey with a comprehensive 4-week training programme, delivered at our Warwick office, giving you the knowledge and confidence you need to succeed in the role.

Responsibilities

As a Baxi Sales & Customer Service Advisor, you will be responsible for:

• Handle inbound and outbound customer calls and respond to enquiries through a variety of channels, including email.

• Use strong questioning, listening and problem-solving skills to understand customer needs and identify the appropriate solution.

• Assess service and warranty enquiries, arranging appropriate appointments and ensuring customers receive the right support.

• Liaise with engineers and internal teams to gather information, resolve issues and keep customer requests moving forward.

• Identify appropriate sales and revenue opportunities, including Baxi Service Plans and chargeable services.

• Maintain accurate customer and service records, ensuring information is clearly documented for future interactions.

• Work collaboratively to meet customer service and sales KPIs while consistently delivering a positive Baxi customer experience.

Requirements

To be successful in this role, you will have strong communication skills, a customer-focused approach and the ability to work effectively in a fast-paced environment.

Essential

• Excellent communication skills, with a confident and professional telephone manner.

• Strong listening, questioning, problem-solving and negotiation skills.

• A customer-focused and empathetic approach, with the ability to remain calm and professional when handling challenging situations.

• Good attention to detail, with the ability to accurately record information and use IT systems.

• A positive, team-focused attitude, with the ability to use initiative and take ownership of customer queries.

• Availability to work Saturdays on a rota basis, as required by the business.

Desirable

• Previous experience in customer service, sales, contact centre or a similar customer-facing environment.

• Commercial awareness and the confidence to identify appropriate sales and cross-selling opportunities.

Full training will be provided, so if you have the right attitude and a passion for delivering great customer service, we’d love to hear from you.

Our Benefits

At Baxi, we recognise the important role our Sales & Customer Service teams play in supporting our customers and our wider business. We offer a comprehensive package designed to support your wellbeing, development and work-life balance.

• 25 days annual leave, pro rata for part-time employees, plus the option to purchase additional days.

• Contributory pension scheme.

• Access to Employee Benefits Hub.

• Health Plan and Unum support.

• Industry-leading training and development opportunities.

• A supportive team environment with opportunities to share best practice.

• Opportunities to develop and progress within Baxi and the wider BDR Thermea Group.

*PLEASE NOTE – Due to the nature of our work this role may require background checks, and offers of employment will be dependent on obtaining the relevant level of checks.

About BAXI

We're leading the energy transition to zero carbon, by offering complete residential and commercial heating and hot water solutions. As one team across the UK and Ireland, and with the backing of our global parent company, BDR Thermea Group, we work together with a collective knowledge and expertise that’s literally centuries in the making. We’re proud of our heritage, manufacturing in the UK since 1866, and we’re experienced in adapting to changing needs.

Whether you're joining us in the field or working at one of our established hub locations, you’ll be part of a team that offers opportunities in a historically rich, British manufacturing company focused on sustainable, greener and cleaner energy solutions.

Our Site Locations

Preston – Home to our Manufacturing since 1866 – Bamber Bridge – PR5 6FN Warwick – Home to our Commercial Services – Brooks House – CV34 4LL

Specialties:

Domestic gas boilers, Commercial gas boilers, Hydrogen boilers, Electric hot water products, Gas fired water heaters for commercial applications, Commercial CHP, Heat pumps, Heat networks, Genuine spare parts, Service and maintenance of gas boilers, Smart controls, Heating solutions for newbuild, Specification support, Design service, Sustainable heating solutions, High efficiency boilers, ASHP, Heating solutions, and plantrooms

Our Approach

Baxi is an equal opportunities employer, and we do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality or ethnic or national origin, religion or belief, disability, or age.

In BDR Thermea Group, crediamo che la diversità, l'equità e l'inclusione (DE&I) siano fondamentali per il nostro successo. Ci impegniamo a creare un luogo di lavoro in cui ogni potenziale futuro dipendente si senta apprezzato, rispettato e autorizzato a realizzare se stesso al lavoro. È possibile trovare la nostra politica DE & I sul nostro sito web per saperne di più.