Role Overview
Reporting directly to the Assistant Service Manager, the Service & Warranty Customer Service Agent manages all customer and retailer communication (phone, e‑mail, web), ensuring each interaction is logged accurately in the company CRM system and processed to a satisfactory resolution.
Key Responsibilities
- Log all customer and retailer communications on the CRM system.
- Resolve customer issues promptly and diplomatically, regardless of circumstances.
- Collaborate with the TCSA team to manage technical issues and reviews through the Service & Warranty procedural workflow.
- Maintain accurate CRM updates and keep customers informed of progress.
- Provide technical fault‑finding support for warrantied goods.
Qualifications & Experience
- Understanding of heating appliances of all fuel types (advantageous but not required).
- Previous experience in a call centre handling technical fault finding or supporting warrantied goods (advantageous).
- Aptitude to resolve customers’ issues swiftly and diplomatically.
The Company
The Stovax Group (comprising Stovax & Gazco) designs, manufactures and distributes high‑quality solid fuel, gas and electric stoves & fireplaces to more than 30 countries. An organisation that has predominantly grown organically through in‑house product development, the Group values people, employs around 300 employees and has a proven record of staff development. The Stovax Group invests in continuous product innovation and structured training for its staff. Passion for product quality and customer first principles guide all operations.
What We Offer
- 6.4 Weeks Starting Holiday (inclusive of bank holidays, rising with length of service)
- Generous Flexitime Scheme
- Eye Test Vouchers
- Positive, collaborative working environment with round‑table meetings
- Optional Group Pension Scheme (Standard Life Group Personal Pension Scheme)
- Free dedicated on‑site parking
- Generous staff discount on Group products
- Ongoing training opportunities
