{"id":1566865,"url":"https://alion.io/job/nu-heat-customer-advisor","title":"Customer Advisor","company":{"id":1977286,"name":"Nu-Heat","domain":"nu-heat.co.uk","url":"https://alion.io/company/nu-heat","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"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":["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":"2026-09-16","last_verified_at":"2026-10-02T17:57:44Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Closing Date for Application:\nTuesday 06/10/2026Role Purpose\nOwn the end-to-end customer resolution journey when things go wrong, ensuring complaints are handled professionally and customers are kept informed through to closure\nCo-ordinate internal teams and third parties to resolve issues, warranty claims, service bookings and call outs, protecting customer satisfaction and business cost\nOrganisation structure\nReports to: Customer Services Manager\nWorks closely with: Account Managers, Product Specialists, Technical Support Engineers\nCore areas of responsibility\nAct as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure\nHandle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout\nManage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion\nArrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated\nLiaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early\nIdentify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements\nCapabilities required\nExperience\nEssential:\nAbility to work cross functionally and manage internal stakeholders\nProven experience in a customer service environment, handling complex queries through to resolution\nExperience managing multiple cases concurrently, prioritising effectively and meeting response and resolution expectations\nExperience coordinating internal stakeholders to deliver customer outcomes (e.g., logistics, technical teams, service scheduling)\nDesirable\nExperience of working in the HVAC market\nExperience in complaints handling and service recovery\nExperience managing warranty claims, returns or aftercare processes\nKnowledge and Qualifications\nEssential:\nConfident in all Office 365 applications\nKnowledge of CRM/ERP platforms\nComfortable working with technical job information and customer documentation\nDesirable:\nKnowledge of renewable heating systems, commissioning or servicing workflows\nAwareness of MCS, Building Regulations and evidence requirements (where relevant to aftercare)\nCustomer Service accreditation\nSkills and competencies\nEssential:\nExcellent customer service and a professional, calm approach when dealing with dissatisfied customers\nExcellent organizational and time management skills\nEffective communication and influencing skills with the ability to deal with people at all levels\nAbility to collaborate across teams, identify recurring risks and escalate appropriately\nAble to manage conflict effectively and remain resilient under pressure\nDesirable:\nFamiliar with lean methodologies\nStrong problem-solving skills with a logical and methodical approach to investigating issues\nCommercial Acumen\nPersonal qualities\nEssential:\nAdaptable to change\nTrustworthy\nCollaborative team player\nSelf-motivated with the ability to work autonomously\nFlexible - Willing to work ‘unsociable hours’ (evenings and weekends)\nResilient - Can manage conflict effectively\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":3650,"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":["HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-10-01T06:10:31Z"}],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.725,"p_room":0.9,"age_days":16,"expected_fill_days":27,"reasons":["conf:12","win:mid"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nu-heat-customer-advisor","json_url":"https://alion.io/job/nu-heat-customer-advisor.json","meta":{"generated_at":"2026-10-03T01:27:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1488,"day_limit":5000,"remaining_today":3512,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}