Service and Repair Advisor

Service & Repair Advisor

Leeds

Full Time

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

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.

Benefits:
We have a great culture at Zuno, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.
Your benefits include...

30 days of annual leave (plus bank holidays)

Free tea, coffee, fruit, and breakfast

Modern offices

Social events

Ongoing training and development opportunities

Enhanced Family Friendly Benefits

Private medical cover*

Company pension

Death in service benefit
*After probationary period