Company: Vaillant Group U.K. Ltd Location: Belper-GBR Country: United Kingdom (GB) Brand: Vaillant
Contract type: Permanent Working time: Full-time
What We Achieve Together
* In your role as a Customer Care Advisor you will take ownership of customer complaints and ensure successful resolutions for both the customer and the business.
* You will investigate cases thoroughly using root-cause analysis and collaborate with internal departments to gather all necessary information.
* Managing incoming calls, emails, web‑based and social media complaints, prioritising responses effectively and maintaining case ownership.
* You will provide clear, professional written communication and regular updates to customers and internal stakeholders.
* Working closely with the legal department when complaints escalated, ensuring compliance and accurate handling at all times.
* You contribute to improving processes by sharing insights and feedback with the Customer Resolution Manager and senior team.
What Makes Us Successful Together
* Level 3 qualification in Customer Service is preferable, GCSE grade 4 in English and Maths (or equivalent) is essential.
* Previous experience in customer service or complaint resolution, ideally within a fast‑paced environment.
* Excellent written and verbal communication skills, strong attention to detail, and proficiency in Microsoft applications and web‑based tools.
* Knowledge of consumer rights and related legislation is advantageous.
* You demonstrate empathy, resilience, and a strong drive to deliver world‑class service.
* The ability to manage multiple cases simultaneously while maintaining accuracy and professionalism is desirable.
What You Can Count On
* Our refurbished contact centre provides employees with a comfortable modern working environment to enjoy.
* Our contact centre is equipped with sit‑stand desks, which are scientifically proven to increase productivity, concentration, and creativity by improving the way we feel and the way we work.
* We understand the importance of a good work‑life‑balance and communicate shifts well in advance to our employees.
* Experience a range of team building events and competitions designed to be fun, social and to build team spirit.
* We offer an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
* We offer a generous pension scheme which enables employees to have greater financial security when they retire.
What Makes Us Special
We take care of a better climate. In every home and our environment. As a successful family business, we have been living up to this claim for over 150 years. We are one of the world's leading providers of heat pumps, digital services and efficient gas heating appliances and offer energy‑saving solutions.
You will find sustainability everywhere at the Vaillant Group. In the office, at the production sites and on the road. Around 16,000 employees from over 70 countries are committed to this every day. As an international team, we take responsibility – for our future and that of our planet. We promote your personal development so that you can act with passion and together we can ensure a better climate.
Become part of the Vaillant Group and help us shape the future of heating!
EEO Statement
We promote equity and do not tolerate any form of discrimination. We value the uniqueness of each individual and encourage all people to apply.
Contact: Amanda Smith – +44 7734 985 093
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