Technical Call Centre Agent

Job Summary 

The Technical Helpdesk Advisor is a technically oriented role, which will take full responsibility for all enquiries from installers, specifiers and merchants regarding our Residential products

The role also covers technical support for our internal customers, from various departments internally

This role would suit someone who has previous experience and knowledge in commissioning, servicing and fault finding.

Detailed product training will be provided to the successful candidate

Your key tasks and responsibilities will be:

• To ensure the satisfaction and confidence of all customers in Baxi Group products and services and resolve enquiries from all internal and external groups/channels under a multi-brand strategy.
• The job holder is required to take full responsibility for all technical enquiries from customers, installers, designers and specifiers, and interpret and ensure compliance with relevant legislation and standards including health & Safety.
• To demonstrate an understanding of all aspects of the Service function to enable a coordinated approach to resolution of customer queries in collaboration with all areas of the business.
• To recognise, identify and escalate the potential impact of product and emerging issues and proactively contribute to improvement opportunities.
• Provide technical input and support for other areas of the business (Customer Relations.)
• Provide input to ensure accuracy of technical support material.
• Represent company views and values in a professional and responsible manner to ensure an enhanced customer experience and drive a ‘world class’ technical support offering. Utilise business systems to support all activities within the role.
• Undertake training to support development and the addition of new skill sets as required by the business.
• Health & Safety awareness and knowledge of compliance.

EDUCATION AND EXPERIENCE

Essential

• Good interpersonal skills with the ability to work under pressure whilst maintain a positive attitude and a logical, structured approach to problem solving with the ability for lateral thinking.
• Excellent verbal and written communication skills are essential together with keyboard competency. 
• Excellent interpersonal and communication skills.
• IT awareness and system literacy.
• Customer Service Experience

Desirable

• Ideally a background in the domestic heating, gas or electricity industry. Experience of fault diagnosis would be an advantage.
• City and Guilds in gas engineering or plumbing or NVQ equivalent. Knowledge of renewable technologies will be an advantage. City & Guilds in gas service engineering or equivalent,
• A sound knowledge of British Standards, Gas Safety Regulations, Building Regulations and codes of practise, Electrical standards and Gas Safe requirements are essential.
• Applicants with transferable skills from other technological / engineering / electrical fields would be considered.

There is a requirement to work 40 hours a week within a shift rotation, which is Monday – Friday 8am – 6pm and currently one in five Saturday’s (This could be paid as overtime or day in lieu the following week).

Shift Patterns will be reviewed and are subject to change, in line with business requirements.

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. 

Location 

Warwick – Coventry Road – CV34

Our Benefits 

Our package includes a competitive basic salary plus a variable incentive. We also offer: 

• 25 days holiday plus UK Bank Holidays 

• Income Protection 

• Contributory Pension Scheme 

• Enhanced Maternity, Paternity and Sick Pay Schemes 

• Staff Discounts 

• Employee Benefits Platform 

• Career Development Opportunities 

At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.