About this role
Closing Date for Application: Tuesday 06/10/2026
Role Purpose
Own the end-to-end customer resolution journey when things go wrong, ensuring complaints are handled professionally and customers are kept informed through to closure Co-ordinate internal teams and third parties to resolve issues, warranty claims, service bookings and call outs, protecting customer satisfaction and business cost
Organisation structure
Reports to: Customer Services Manager Works closely with: Account Managers, Product Specialists, Technical Support Engineers
Core areas of responsibility
• Act as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure • Handle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout • Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion • Arrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated • Liaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early • Identify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements
Capabilities required
Experience Essential: Ability to work cross functionally and manage internal stakeholders Proven experience in a customer service environment, handling complex queries through to resolution Experience managing multiple cases concurrently, prioritising effectively and meeting response and resolution expectations Experience coordinating internal stakeholders to deliver customer outcomes (e.g., logistics, technical teams, service scheduling)
Desirable Experience of working in the HVAC market Experience in complaints handling and service recovery Experience managing warranty claims, returns or aftercare processes
Knowledge and Qualifications Essential: Confident in all Office 365 applications Knowledge of CRM/ERP platforms Comfortable working with technical job information and customer documentation
Desirable: Knowledge of renewable heating systems, commissioning or servicing workflows Awareness of MCS, Building Regulations and evidence requirements (where relevant to aftercare) Customer Service accreditation
Skills and competencies Essential: Excellent customer service and a professional, calm approach when dealing with dissatisfied customers Excellent organizational and time management skills Effective communication and influencing skills with the ability to deal with people at all levels Ability to collaborate across teams, identify recurring risks and escalate appropriately Able to manage conflict effectively and remain resilient under pressure
Desirable: Familiar with lean methodologies Strong problem-solving skills with a logical and methodical approach to investigating issues Commercial Acumen
Personal qualities Essential: Adaptable to change Trustworthy Collaborative team player Self-motivated with the ability to work autonomously Flexible - Willing to work ‘unsociable hours’ (evenings and weekends) Resilient - Can manage conflict effectively
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.