Technical CS Advisor
Reporting directly to the Technical Customer Services
Supervisor. The purpose of this role is to take all customer and
retailer calls of a technical nature and provide them with the
correct technical advice. This role requires the skill to resolve
customer’s issues in a swift, successful and diplomatic manner
regardless of the circumstances. A knowledge of heating appliances
of all fuel types, their installation and servicing is highly
advantageous for this role.
The Technical Customer Service role will greatly
benefit from having one or more of the following training elements
to carry out the work:
Gas Safe Certification
• CONGLP1 •
Building Regulations Approved Document P
Certification (electrical safety – dwellings)
To resolve technical issues relating to any of
the Stovax, Gazco (and associated) brands raised by our retailers,
end users and members of the general public.
To handle calls, faxes and email enquiries and
issues covering all aspects of installation, building regulations,
operations and safety on any of our products.
To be an ambassador for Stovax and Gazco,
increasing our customers’ satisfaction with our products and
Filter and monitor the accuracy of all complaint
To be at all times smart and courteous whilst
carrying out this important task in a professional
To carry out fault finding analysis over the
phone with retailers and end users on any of the Stovax, Gazco
and associated brand products in our portfolio and offer
appropriate advice to resolve the issue.
To document and report on all calls and problems
identified and to log onto the company CRM system.
To ensure that any information provided is
accurate, appropriate and in accordance with all the relevant
regulations for installation and use.
Working Monday to Friday, based in our
The Stovax and Gazco portfolio is aimed at the
domestic market and includes:
Solid fuel, gas, electric, fireplaces, stoves,
boiler stoves, mantles and accessories but is constantly
The Gas products are both NG and LPG in
conventional and balanced flue formats.
(Note: In addition to these functions
employees are required to carry out such other duties as may
reasonably be required)
PERSON SPECIFICATION – The
following personal attributes would be an asset:
Excellent verbal communication skills over the
telephone, written communication through either e-mail or
Proactive approach to keeping records and
reports up to date.
Diplomatic nature to ensure company policy is
followed and customers are left satisfied.
Knowledge of software program’s including email
and Word and a propensity to learn new programs such as our CRM
Flexibility to carry out a wide ranging role
that will vary across the year.
Must be able to work as part of a team and
provide excellent customer service assistance.
The successful candidate will need proven
relevant experience. You must be a team player with good