Callout Advisor - Boilers & A/C

Callout Advisor - Boilers & A/C

Leeds Office - Full Time

About Zuno

• Zuno is the UK’s biggest home energy installer, helping thousands of customers make their homes warmer, smarter and more energy efficient
• We’re a fast-growing team backed by Brookfield and part of the HomeServe Group, working with major household names including E.ON, EDF Energy, Worcester Bosch, B&Q and Tesla.
• Join Zuno and be part of the team shaping the future of home energy in the UK.

Zuno offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Job Summary

As a Callout Advisor based in our Leeds office, you will be a first point of contact for customers who need assistance and support with their installed product. You’ll carry out any relevant basic technical troubleshooting and where necessary coordinate engineer/electrician visits. You’ll provide prompt and efficient support, to customers vis email, phone or through our online platforms ensuring customer satisfaction through effective communication and offering timely resolutions.

Key Responsibilities

• Receive and handle incoming requests from customers via phone, email, or online systems.
• Assess and prioritise requests based on urgency and safety.
• Schedule and dispatch qualified engineers or electricians to customer locations promptly.
• Maintain clear, professional and empathetic communication with customers throughout the callout process.
• Record and update customer details, call logs, and job statuses accurately in our CRM system.
• Provide basic troubleshooting guidance to customers.
• Liaise between customers, engineers, and management to ensure smooth and timely resolution of issues.
• Monitor ongoing callouts and follow up with customers to confirm satisfactory completion of work.
• Identify recurring issues or customer feedback and report to management for process improvements.
• Adhere to all health and safety regulations and company policies during call handling and coordination.

Qualifications & Skills

• A minimum of 1 year experience in customer service, preferably in a technical environment.
• Product knowledge of boilers, air conditioning, solar, heat pumps, electrical vehicle chargers is an advantage however, a level of technical training on all products will be provided.
• Excellent communication skills, both verbal and written.
• Strong organisational skills and ability to multitask under pressure.
• Ability to remain calm and professional in high-pressure situations.
• Proficient in using call management software.
• Problem-solving mindset with attention to detail.
• Flexibility to work outside normal business hours

Benefits

• 30 days annual leave + bank holidays
• Private medical cover with Aviva*
• 4 x salary Death in Service cover with Zurich*
• Paid 6 months maternity pay after a year of service
• Paid paternity pay after a year of service
• Salary sacrifice pension matched up to 6%
• Ongoing training & development opportunities
• Social events

Please note: We’re unable to offer visa sponsorship for this role, so candidates must already have the right to work in the UK.

*After probationary period