Customer Care Advisor

1 week ago


Pontefract, Wakefield, United Kingdom Joule Hot Water Systems Ltd Full time £25,500 per year

Job description

We are excited to be recruiting an experienced, enthusiastic and reliable Customer Care Advisor to join our fast-paced business and dedicated team

Joule is a leading manufacturer and distributor of heating, ventilation, hot water, and renewable heating solutions, operating in the UK, Irish and European markets.

As a company we constantly strive to innovate and implement sustainable renewable heating sources. It is through strong teamwork that we continue to achieve success and deliver high quality products to our customers.

As a valued member of our friendly team of Customer Service professionals, you will manage an interesting and diverse range of service and technical queries via telephone and email, liaising with manufacturing and warehouse colleagues as well as our Field Service Engineers and Sub-Contractors.

This is a fantastic opportunity to contribute directly to a fast-growing manufacturing operation and help shape the next phase of our journey.

In-person interviews for this position will take place during business hours on Tuesday 25th November 2025.

Joining our team of fabulous individuals at Joule, you will discover why our people love working here. Our dynamic, progressive management team are visible and approachable. They embrace and promote positive working practices and ensure that staff are heard and understood and encourage and support Personal Development.

Our modern premises with free car parking are just a couple of minutes drive from the M62 (junction 32) and a short walk from Pontefract Tanshelf train station.

Our team take full advantage of our location, close to shops, leisure services, food outlets and various supermarkets. Not to mention the fabulous lake at Pontefract Racecourse

They love the clean contemporary canteen facilities with snack machines and microwave facilities whilst also taking advantage the daily visiting sandwich van.

Our Christmas shut down (including Christmas Eve this year) is an additional much valued benefit, as is our complementary Employee Assistance Programme.

Interested? We'd love to hear from you

In-person interviews for this position will take place during business hours on Tuesday 25th November 2025.

Customer Care Advisor - Main Tasks and Responsibilities

  • Answering customer care calls / emails dealing with general customer queries.
  • Processing, Booking and scheduling jobs to engineers when required.
  • Completing Warranty Checks.
  • Approving subcontractor invoices.
  • Investigating and approving 3rd party labour and damage claims.
  • Checking managing requests for replacement cylinders.
  • Updating system held reports (Zuper) completed by our Subcontracting engineers.
  • Monitoring shipments for replacement cylinders / parts, Ensuring the attending engineers receives the delivery in time to complete the job.
  • Handling Customer Service collections.
  • Dealing with product registration queries.
  • To meet daily targets of: Total Jobs processed; Jobs left to process / assign to engineers; Engineer Lead time; Phone calls processed; Phone calls average wait; Dropped phone calls.

Customer Care Advisor - Skills, Knowledge and Experience:

  • Proven good communication skills, with a polite and professional telephone manner.
  • Previous experience working in a similar customer service role in a fast-paced environment would be a distinct advantage.
  • Patience, tenacity, and strong attention to detail are essential.
  • Ability to multi-task, with good organisational skills.
  • Good understanding of our products knowledge, although training will be given.
  • Strong team player.
  • Ability to work on own initiative.
  • Excellent PC skills with Microsoft Office and other business systems (Microsoft, NAV)
  • Previous experience using Hubspot (Desired)
  • Educated to GCSE or above in English and Maths

Job Types: Full-time, Permanent

Hours of work 08:00-17:00 Monday to Friday

Salary: £25,500

Job Types: Full-time, Permanent

Pay: £25,500.00 per year

Benefits:

  • Company pension
  • On-site parking

Education:

  • GCSE or equivalent (required)

Experience:

  • Customer service: 1 year (required)

Work authorisation:

  • United Kingdom (required)

Work Location: In person



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