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Technical Customer Service Advisor Heating Appliances

Technical Customer Service Advisor Heating Appliances

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Working as a Heating AppliancesTechnical Customer Service Advisor you will be reporting directly to the Service Manager. The purpose of this role is to take technical support calls from customers and retailers providing them with the correct technical advice to resolve their issues.

This role requires the skill to resolve customers' support calls in a swift, successful, and diplomatic manner regardless of the circumstances. A knowledge of the installation and servicing of heating appliances, of all fuel types, is extremely beneficial for the role.

You will benefit from having experience and training in one or more of the following certifications: -

Gas Safe Certification

  • CCN1 - Domestic Core Gas Safety
  • HTR1 - Gas Fires & Wall Heaters
  • CONGLP1 - LPG Changeover
  • CPA1 - Combustion Analysis

HETAS Certification

  • Hetas H002 (Solid fuel regulations and Standards)
  • Hetas H003 (Dry Appliance Installer)
  • Hetas H004 (Wet Appliance installer)
  • Hetas H006 (Internal twin wall chimney system installer)

Electrical Certification

  • Part P Electrical Safety

We can also consider candidates who have suitable commercial experience and knowledge gained within the heating industry who do not have any of the above qualifications.


  • To resolve technical issues relating to any of our clients' brands raised by retailers, end users and members of the public.
  • To manage calls and email enquiries and issues covering all aspects of installation, building regulations, operations, and safety on any of our products.
  • To be an ambassador for the brand, increasing customers' satisfaction with products and services.
  • Filter and monitor the accuracy of all complaint data entry.
  • To be always smart and courteous whilst conducting this important task in a professional manner.
  • To conduct fault finding analysis over the phone with retailers and end users on any of the client's portfolio of products and offer appropriate advice to resolve the issue.
  • To document and report on all calls and problems identified and to log onto the company CRM system.
  • To ensure that any information provided is accurate, appropriate and in accordance with all the relevant regulations for installation and use.
  • Working Hours - Monday to Friday, 8.30am to 5.00pm - this is an office-based role (located in Exeter).

The successful candidate will have the following: -

  • Excellent verbal communication skills over the telephone and with written correspondence.
  • An initiative-taking approach to keeping records and reports up to date.
  • Diplomatic nature to ensure customers are happy.
  • Knowledge of MS Office, Outlook and Word and the ability to learn as our clients' CRM system.
  • Flexibility to conduct a wide-ranging role that will vary across the year.
  • Must be able to work as part of a team and provide excellent customer service assistance.

The role comes with an excellent benefits package which includes a generous Holiday Allowance, Pension, Loyal Service Bonus - Holiday Week, Free Parking, Overtime, Life Assurance, Free Eye Tests, Cycle to Work Scheme, Employee Rewards, Professional Development and Training, and much, much more!

To be considered for this role you MUST have the right to work in the UK without company sponsorship.

Our client offers Monday to Friday working for all departments, a two day per week working from home policy where possible, and enhanced holiday allowance.


Heating Appliances, Customer Service Advisor, Technical, Gas Safe, HETAS, Part P Electrical Safety, MS Office, Outlook, Word, Communication, Customer Service, CRM System.

Please note that due to a high level of applications, we can only respond to applicants whose skills and qualifications are suitable for this position.

No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

Bowerford Associates Ltd is acting as an Employment Agency in relation to this vacancy.

Required skills

  • Communication
  • Customer Service
  • Outlook
  • MS Office
  • Technical
  • Gas Safe
  • Customer Service Advisor
  • Word
  • CRM System
  • Heating Appliances
  • Part P Electrical Safety

Reference: 52086225

Please note does not communicate with candidates via Whatsapp, and we will never ask you to provide your bank, passport or driving licence details during the application process. To stay safe in your job search and flexible work, we recommend visiting JobsAware, a non-profit, joint industry and law enforcement organisation working to combat labour market abuse. Visit the JobsAware website for information and free expert advice for safer work.

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