Closing Date for Application:

Role Purpose

Own the end-to-end customer resolution journey when things go wrong, ensuring complaints are handled professionally and customers are kept informed through to closure

Co-ordinate internal teams and third parties to resolve issues, warranty claims, service bookings and call outs, protecting customer satisfaction and business cost

Organisation structure

Reports to: Customer Services Manager

Works closely with: Account Managers, Product Specialists, Technical Support Engineers

Core areas of responsibility

• Act as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure
• Handle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout
• Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion
• Arrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated
• Liaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early
• Identify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements

Capabilities required

Experience

Essential:

Ability to work cross functionally and manage internal stakeholders
 

Proven experience in a customer service environment, handling complex queries through to resolution
Experience managing multiple cases concurrently, prioritising effectively and meeting response and resolution expectations

Experience coordinating internal stakeholders to deliver customer outcomes (e.g., logistics, technical teams, service scheduling)

Desirable

Experience of working in the HVAC market

Experience in complaints handling and service recovery
Experience managing warranty claims, returns or aftercare processes

Knowledge and Qualifications

Essential:

Confident in all Office 365 applications

Knowledge of CRM/ERP platforms

Comfortable working with technical job information and customer documentation

Desirable:

Knowledge of renewable heating systems, commissioning or servicing workflows
Awareness of MCS, Building Regulations and evidence requirements (where relevant to aftercare)
Customer Service accreditation

Skills and competencies 

Essential:

Excellent customer service and a professional, calm approach when dealing with dissatisfied customers

Excellent organizational and time management skills

Effective communication and influencing skills with the ability to deal with people at all levels

Ability to collaborate across teams, identify recurring risks and escalate appropriately

Able to manage conflict effectively and remain resilient under pressure

Desirable:

Familiar with lean methodologies

Strong problem-solving skills with a logical and methodical approach to investigating issues

Commercial Acumen 

Personal qualities  

Essential:

Adaptable to change

Trustworthy

Collaborative team player

Self-motivated with the ability to work autonomously

Flexible - Willing to work ‘unsociable hours’ (evenings and weekends)

Resilient - Can manage conflict effectively

Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.