{"id":1566865,"url":"https://alion.io/job/genuit-group-customer-advisor","title":"Customer Advisor","company":{"id":7157,"name":"Genuit Group","domain":"genuitgroup.com","url":"https://alion.io/company/genuit-group","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":12,"ghost_share":0,"stale_share":0,"repost_share":0.083,"time_to_fill_p50_days":19,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Honiton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-10T14:53:30Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":55},"description":"Closing Date for Application:\nFriday 20/11/2026Role Purpose\nThe Customer Advisor plays a vital role in keeping our customer experience on track, acting as the operational bridge between our customers, field teams, and internal experts. The role is responsible for coordinating field visits, servicing, warranty claims, and compliance documentation to ensure seamless ongoing support.\nWhen a customer's journey hits a snag or they are unsure of who to contact, the Customer Advisor takes ownership to guide them back on track. By balancing day-to-day field operations coordination with resolving escalated or complex field/compliance issues, this role ensures both customer satisfaction and operational efficiency.\nOrganisation structure\nReports to: Customer Services Manager\nWorks with: Technical Support Engineer, Technical Support Supervisor, Product Specialist, Product Specialist Supervisor\nCore areas of responsibility\nSchedule, scope, and coordinate field engineer visits, service bookings, and call-outs, ensuring clear communication with customers and efficient field resource allocation.\nEnsure all required documentation (e.g., MCS, Building Regulations) is in place to ensure right first time issue of certification and grant funding.\nManage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion.\nCollaborate proactively with technical specialists, field ops, and internal teams to progress remedial actions and resolve complex customer cases, escalating blockers early where necessary.\nAct as a central, reassuring point of contact for customers who have fallen out of the standard process or need guidance on next steps, owning their journey through to full resolution.\nIdentify recurring issues and themes, providing actionable feedback to relevant departments to support right-first-time improvements.\nCapabilities required\nProven experience in a customer-facing or field support environment, with a track record of coordinating customer journeys, field visits, and cross-functional teams to deliver resolution.\nDemonstrated ability to manage multiple operational tasks and cases concurrently-prioritising effectively, balancing routine scheduling with reactive issue recovery, and meeting agreed timelines.\nStrong interpersonal skills with a calm, reassuring approach. Able to set clear expectations, guide customers who feel off-track back into the process, and manage difficult conversations professionally under pressure.\nConfident working with technical job information, customer documentation, and compliance frameworks (e.g., MCS, Building Regulations, grant funding evidence) to ensure right-first-time accuracy.\nEffective influencer and collaborator, able to liaise smoothly with field ops, technical support engineers, product specialists, and external third parties to progress remedial actions and clear operational blockers.\nStrong analytical and investigative skills, with a logical approach to tracing customer journeys, identifying recurring operational issues, and providing actionable feedback for process improvements.\nFamiliarity with the HVAC market, renewable heating systems, and post-installation/aftercare requirements.\nThe Benefits\n\n23 days holiday \nPension contribution matched up to 8% \nLife Assurance 3x base salary \nGenuit sharesave scheme \nHere 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.","description_format":"text","description_chars":3737,"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":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Plastics & Polymers","HVAC & Refrigeration","Building Materials"],"lifecycle":[{"event":"open","at":"2026-10-01T06:10:31Z"},{"event":"close","at":"2026-10-11T06:42:34Z"},{"event":"reopen","at":"2026-10-13T15:48:31Z"},{"event":"close","at":"2026-11-01T20:03:25Z"},{"event":"reopen","at":"2026-11-06T12:24:11Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-11-10T11:34:35+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.289,"p_room":0.35,"age_days":55,"expected_fill_days":19,"reasons":["conf:2","repost:2","win:tail"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/genuit-group-customer-advisor","json_url":"https://alion.io/job/genuit-group-customer-advisor.json","meta":{"generated_at":"2026-11-10T19:44:33Z","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":11289,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":7157},"rest":"https://alion.io/mcp/rest/get_company?id=7157"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenuit-group-customer-advisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fgenuit-group-customer-advisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fgenuit-group-customer-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/genuit-group-customer-advisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenuit-group-customer-advisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1566865}},{"tool":"search_jobs","arguments":{"company":"genuitgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1566865},"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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