Job Opportunities API

Call Out Advisor 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 Summary: As a Callout Advisor based in our Leeds office, you will be a first point of contact for customers who need assistance and support with their installed product. You’ll carry out any relevant basic technical troubleshooting and where necessary coordinate engineer/electrician visits. You’ll provide prompt and efficient support, to customers vis email, phone or through our online platforms ensuring customer satisfaction through effective communication and offering timely resolutions. Key Responsibilities: • Receive and handle incoming requests from customers via phone, email, or online systems. • Assess and prioritise requests based on urgency and safety. • Schedule and dispatch qualified engineers or electricians to customer locations promptly. • Maintain clear, professional and empathetic communication with customers throughout the callout process. • Record and update customer details, call logs, and job statuses accurately in our CRM system. • Provide basic troubleshooting guidance to customers. • Liaise between customers, engineers, and management to ensure smooth and timely resolution of issues. • Monitor ongoing callouts and follow up with customers to confirm satisfactory completion of work. • Identify recurring issues or customer feedback and report to management for process improvements. • Adhere to all health and safety regulations and company policies during call handling and coordination. Qualifications & Skills: • A minimum of 1 year experience in customer service, preferably in a technical environment. • Product knowledge of boilers, air conditioning, solar, heat pumps, electrical vehicle chargers is an advantage however, a level of technical training on all products will be provided. • Excellent communication skills, both verbal and written. • Strong organisational skills and ability to multitask under pressure. • Ability to remain calm and professional in high-pressure situations. • Proficient in using call management software. • Problem-solving mindset with attention to detail. • Flexibility to work outside normal business hours. Benefits • 30 days annual leave + bank holidays • Private medical cover with Aviva* • 4 x salary Death in Service cover with Zurich* • Enhanced family friendly leave • Salary sacrifice pension matched up to 6% • Free tea, coffee, fruit and breakfast • Modern offices • Social events • Ongoing training and development opportunities