{"id":3025974,"url":"https://alion.io/job/bdr-thermea-group-technical-helpline-advisor","title":"Technical Helpline Advisor","company":{"id":8070,"name":"BDR Thermea Group","domain":"bdrthermeagroup.com","url":"https://alion.io/company/bdr-thermea-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":25,"ghost_share":0,"stale_share":0.56,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warwick, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T19:05:51Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-31T12:03:28Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Job Summary\nThe 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\nThe role also covers technical support for our internal customers, from various departments internally\nThis role would suit someone who has previous experience and knowledge in commissioning, servicing and fault finding.\nDetailed product training will be provided to the successful candidate\nYour key tasks and responsibilities will be:\nTo 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.\nThe 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.\nTo 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.\nTo recognise, identify and escalate the potential impact of product and emerging issues and proactively contribute to improvement opportunities.\nProvide technical input and support for other areas of the business (Customer Relations.)\nProvide input to ensure accuracy of technical support material.\nRepresent 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.\nUndertake training to support development and the addition of new skill sets as required by the business.\nHealth & Safety awareness and knowledge of compliance.\nEDUCATION AND EXPERIENCE\nEssential\nGood 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.\nExcellent verbal and written communication skills are essential together with keyboard competency. \nExcellent interpersonal and communication skills.\nIT awareness and system literacy.\nCustomer Service Experience\nDesirable\nIdeally a background in the domestic heating, gas or electricity industry. Experience of fault diagnosis would be an advantage.\nCity 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, \nA sound knowledge of British Standards, Gas Safety Regulations, Building Regulations and codes of practise, Electrical standards and Gas Safe requirements are essential.\nApplicants with transferable skills from other technological / engineering / electrical fields would be considered.\nThere 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).\nShift Patterns will be reviewed and are subject to change, in line with business requirements.\nAbout BAXI\nWe'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.\nWe're proud of our heritage, manufacturing in the UK since 1866, and we're experienced in adapting to changing needs.\nLocation\nWarwick - Coventry Road - CV34\nOur Benefits\nOur package includes a competitive basic salary plus a variable incentive. We also offer:\n25 days holiday plus UK Bank Holidays \nIncome Protection \nContributory Pension Scheme \nEnhanced Maternity, Paternity and Sick Pay Schemes \nStaff Discounts \nEmployee Benefits Platform \nCareer Development Opportunities \nAt 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.","description_format":"text","description_chars":4377,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Home Appliances","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-10-21T19:05:51Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":9,"expected_fill_days":64,"reasons":["conf:6","stale_co","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/bdr-thermea-group-technical-helpline-advisor","json_url":"https://alion.io/job/bdr-thermea-group-technical-helpline-advisor.json","meta":{"generated_at":"2026-10-31T22:36:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35245,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8070},"rest":"https://alion.io/mcp/rest/get_company?id=8070"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbdr-thermea-group-technical-helpline-advisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbdr-thermea-group-technical-helpline-advisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbdr-thermea-group-technical-helpline-advisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bdr-thermea-group-technical-helpline-advisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbdr-thermea-group-technical-helpline-advisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3025974}},{"tool":"search_jobs","arguments":{"company":"bdrthermeagroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3025974},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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