Technical Customer Service Advisor

Heating & Plumbing E-commerce£28,000 pa Hybrid (3 days WFH)

At UK Radiators, we help customers choose the right radiators, valves and heating accessories. Customers contact us when accuracy and honest practical advice matter. Many of our customers are mid-project and needclear, technically sound guidance, not scripted responses.

Were looking for atechnically minded Customer Service Advisor- someone who enjoys understanding how things work and can confidently explain technical details in plain English.

If you enjoy understanding how products work - and helping customers get it right the first time - wed like to hear from you.

This is not a typical call-centre role. Its abouttechnical confidence, judgement and customer reassurance.

What the role involves

• Handling phone calls, AI-escalated live chats, customer emails
• Supporting customers with:
• radiator selection and sizing
• heat output considerations
• valve and system compatibility
• delivery, returns and installation-related queries
• Applying judgement when AI or system responses dont fully fit the situation
• Spotting potential issues early and guiding customers toward therightoutcome
• Protecting long-term customer confidence and retention

We are less concerned about which CRM youve used, and more interested in how you think.

You may come from:

• Plumbing or heating merchants
• Builders merchants or trade counters
• Home services (heating, boilers, installations, repairs)
• Technical e-commerce (parts, components, tools)
• Motor factors / automotive parts (technical compatibility experience is highly relevant)

And youre likely to have:

• A technical or mechanical mindset
• Confidence discussing products, measurements or specifications
• Experience explaining technical detail to non-technical customers
• The instinct to troubleshoot before responding
• Comfort sayingthis wont work and heres why- calmly and clearly

Customer service experience is essential, buttechnical confidence matters more than Zendesk badges.

Working pattern

• 9:00am 5:30pm, Monday to Friday
• Hybrid: typically 3 days from home, 2 days in the Colchester office
• Occasional Saturdays, agreed in advance (paid or TOIL)

Salary & benefits

• £28,000
• Monthly bonus linked to overall sales performance(reflecting customer confidence, retention and accuracy - not sales targets)
• Staff discount on products
• Pension (auto-enrolment)
• Structured onboarding and product training
• Stable hours and a supportive team environment

How we hire

We focus on how you reason through a problem, shortlisted candidates will be asked to talk through realistic technical customer scenarios as well as call-centre exercises.

If reading this made you thinkyes - thats how I already work, we want to hear from you.

If it made you uncomfortable - thats probably the right signal too.

JBRP1_UKTJ