Service and Repair Advisor

Job Role: Service and Repair AdvisorLocation: Leeds Office - On site About BOXT Do you want to work for a disruptive, innovative brand that is constantly challenging its industry? A company that works in partnership with household name brands including Google, ITV, EDF Energy, Halfords, B&Q, Uswitch, Worcester Bosch, Leeds United Football Club – just to name a few Well you’re in luck. We’re BOXT – a multi award‑winning tech platform designed to revolutionise the way heating and smart technology is installed in our homes. Founded in 2017 to redefine the world of home installation, we make it modern, stress‑free, and fairer for homeowners all over the UK. With over 20,000 five‑star Trustpilot reviews and 150,000+ happy customers, we’re doing a pretty good job. We’ve expanded to include air conditioning, electric vehicle chargers, Google Smart Home products, solar panels and battery storage systems, with an ambition to become an international household name. Job Purpose To assist and support the Service & Repair team with any administrative duties including answering telephone, email or live chat queries in a professional, timely manner, ensuring excellent customer service throughout their Boxt journey. Key Responsibilities Answer any customer enquiries via telephone, email, or Intercom (Live chat) in line with business policies and processes. Help resolve issues and troubleshoot technical problems, where necessary, and escalating to a technical expert. Provide customers with accurate information about products and services ensuring a good customer outcome. Adapt processes where customers may require additional support for special circumstances, delivering a caring and compassionate service. Update BOXT admin platform regularly to ensure all information is recorded correctly for each job. Handle and manage through to a satisfactory resolution any emails from the Service and Repair inboxes. Ensure that all customers receive accurate and timely support that is relevant to their circumstances. Update all in‑house systems and Excel documentation as required. Adhere to all relevant legislation, manufacturing regulations and company policies and procedures. Provide administrative support to other managers in various departments if required. Perform any other duties which may be required from time to time by the Management Team and Board of Directors in the course of your employment with BOXT. Experience and Qualifications 12+ months experience working in a Customer Service Role or similar, with excellent verbal communication skills. Experience in delivering a right first‑time good outcome for a customer. Experience of working in a fast‑paced, vibrant and sometimes pressured environment. Familiarity with owning a customer enquiry/complaint through to resolution. Understanding of a positive customer experience. Caring and compassionate nature. Confidence in working on your own initiative as well as within a team environment. Driven to deliver a good outcome for customers. GCSE (or equivalent) Maths and English, with a good command of English for accuracy in written communication. Patient and committed to excellence. IT literate. Active listening skills. Benefits 30 days of annual leave (plus bank holidays) Free tea, coffee, fruit, and breakfast Modern offices Social events Ongoing training and development opportunities Enhanced Family Friendly Benefits Private medical cover* Company pension Death in service benefit After probationary period Seniority Level Entry level Employment Type Full‑time Job Function Other Industries Utilities Referrals increase your chances of interviewing at BOXT by 2x. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr