Hybrid Customer Support at Nu-Heat

Closing Date for Application:

Nu-Heat was born from a desire to provide underfloor heating solutions in the UK, when in 1992, no supplier existed. Since then, we have been perfecting bespoke, high efficiency home heating systems whilst developing our own industry leading underfloor heating products along the way.

Backed by lifetime technical support and award-winning customer service, our bespoke heating systems are precisely designed for our customers' projects, so they feel the difference.

Now part of the Genuit Groups’ Climate Management Solutions (CMS) business unit, Nu-heat has ambitious growth plans.

The Role

In this role you will ensure that all customers are smoothly transitioned into the design process, managing customer expectations from receipt of project, through to arranging the delivery of their goods.

You will take ownership of arranging deliveries & taking payments whilst also being first point of call for customer queries regarding their delivery pre & post shipment.

You will support the Project Engineers by preparing our customers for a technical phone call, and booking in a call back at a time that the Project Engineer is available.

As a support expert, you will advise the customers of any delivery requirements they should be aware of, documentation requirements in line with MCS & BUS and special order notification.

You will also splitting orders in line with split policy & customer delivery requirements.

Working hours: Monday to Friday, 9:00 - 17:00

On site

Responsibilities

• External & Internal telephone calls, communicating closely with couriers and customers, utilising excellent customer service skills.

• Welcoming the customer into the design process, having a detailed conversation providing our customer with documentation that will support their understanding of their Nu-Heat system.

• Confirming preferred customer communication types.

• Actively improve customer satisfaction by answering the phone within 15 seconds.

• Talking payment and arranging deliveries with customers.

• Ensuring attention to detail and quality in all work

• Continuous improvement of customer care and satisfaction

• Support in administration duties in other departments when required.

• Manage projects in the order book to ensure the delivery is arranged on time

• Liaise with customers to ensure that their specification has been understood & their drawings are confirmed

• Manage workload scheduling to ensure projects are delivered within targeted service levels

• Ensure on time delivery of accurate installation documentation.

• Ensure that the finished design meets the customer’s expectations

• Check that renewable technologies have all MCS documentation to hand

• Ensure supplied materials accurately reflect those required for installation

The Person

• Excellent levels of customer service 

• Self motivated & committed 

• Good numerical skills 

• Computer literacy, including knowledge of Microsoft Office 

• Able to work to tight deadlines and prioritise workloads 

• Able to work in a calm and methodical manner 

• Able to work on your own initiative without supervision 

• Need to be flexible and adaptable to meet the needs of the business

• Actively self-developing skill sets for this role, looking to further knowledge and understanding

The Benefits

• 23 days holiday

• Pension contribution matched up to 8%

• Life Assurance 3x base salary

• Genuit sharesave scheme

Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.