Customer Service Advisor - Dealer Services

Great service starts with great conversations.

Some customer questions are easy to answer. Others take a bit more digging.

This role is about both.

As a Customer Service Advisor in our Dealer Services team, the focus is on helping VELUX dealers across Great Britain and Ireland get the right answers, find the right solutions and get on with their day.

That means listening carefully, asking the right questions and taking ownership when something needs sorting. It also means knowing when to investigate further, who to involve and how to keep things moving.

Based in our Glenrothes office, the role covers phone, email and chat, so no two days are quite the same.

What the role involves

• Being a first point of contact for our dealer customers and giving clear, helpful advice
• Helping customers find the right VELUX products and solutions
• Managing enquiries across phone, email and chat
• Taking ownership of customer queries through to resolution
• Investigating more complex questions and finding practical solutions
• Handling complaints calmly and professionally
• Working closely with colleagues across VELUX to resolve issues
• Keeping customers informed and making sure agreed actions are followed through
• Looking for ways to make things simpler and improve the customer experience

It’s busy — in a good way

Dealer Services is a fast-moving environment. Priorities change, the phone can be busy and there are always several things to keep track of.

Good organisation matters. So does judgement.

The role involves working to service targets and KPIs, while making sure quality doesn’t get lost in the process. There will be plenty of opportunities to learn, build product knowledge and become more confident handling complex customer situations.

There is also a real opportunity to improve how we work. If something could be done better, we want people who are willing to speak up and help make it happen.

What makes someone good at this job?

Experience in customer service is important, but the approach matters just as much.

The right person is likely to:

• Enjoy helping people and solving problems
• Listen well and ask good questions
• Communicate clearly, whether speaking to a customer or working with colleagues
• Stay calm and organised when things get busy
• Take responsibility for getting things sorted
• Pay attention to detail and take pride in getting things right
• Feel comfortable working across different systems and tools
• Be curious and willing to learn
• Take feedback positively and look for ways to improve

Technical knowledge of VELUX products isn’t expected from day one. Training and support are provided.

What matters is having the right attitude towards customers, a willingness to learn and the confidence to work through a problem.

Why VELUX?

VELUX is a global business, but this role is very much about the people and customers around you.

Dealer Services plays an important part in making it easy for our customers to do business with VELUX. Good advice, quick answers and problems properly resolved all make a difference.

There is also plenty of scope to develop — whether that means building deeper product knowledge, taking on more complex customer cases or exploring other opportunities within VELUX.

Interested?

If customer service means more than simply answering enquiries — if solving problems, building relationships and getting things right are the parts of the job that give you satisfaction — this could be a good fit.