Technical Advisor - working in the Technical & Installer Services team.

Make every customer interaction count. Working as part of Technical and Installer Services, the Technical Advisor plays a key role in delivering an effortless end-to-end experience for homeowners and installers across Great Britain and Ireland.

The role supports service delivery by managing inbound demand, troubleshooting product, warranty and installation issues, arranging Technician visits, and ensuring services are delivered accurately and efficiently.

Operating across phone, email and digital channels, the role requires strong ownership of customer cases, clear communication, and effective collaboration with internal and external stakeholders to drive issues through to resolution while maintaining a customer-centric approach.

Working in a fast-paced environment, the Technical Advisor uses sound judgement, attention to detail, and strong organisational skills to manage multiple cases while maintaining high standards of quality, accuracy and compliance.

Who We Are Looking For You have strong commitment to delivering excellent customer service, communicating clearly, professionally, and empathetically with all customer types, including handling sensitive or complex technical information.

Furthermore, you:

• Can convey complex technical information to customers in a way that is easy to understand.
• Show effective listening and open questioning skills to identify root causes, and determine appropriate next steps.
• Take full ownership of enquiries, ensuring accurate processing and timely follow-up
• Can consistently work to KPIs and service level targets
• Are resilient, organised and capable of managing multiple priorities in fast paced environment
• Are an advocate of first-contact resolution, with a genuine desire to help customers at that first point of contact.
• Have a high level of accuracy and attention to detail
• Are IT proficient and confident navigating multiple systems and tools to support customers efficiently
• Are self-aware and open to giving and receiving feedback, and committed to continuous learning and development

Ready to make an impact? If you thrive on helping people, solving problems and delivering robust solutions quickly, this is an opportunity to make a real difference to the customer experience at VELUX.