ABOUT US:

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. You will be part of a team that works together to empower our customers’ homes and lives.

JOB SUMMARY:

As a Renewables Callout Advisor based in our Leeds office, you will act as a primary contact for customers reporting issues or emergencies related to renewable energy systems such as solar panels, battery and heat pumps. Your role involves efficiently managing callouts, coordinating with specialised engineers, and ensuring excellent customer service through prompt communication and follow-up.

QUALIFICATIONS & SKILLS:

• A Minimum of two years experience in customer service or technical support, preferably within the renewable energy sector.
• Basic understanding of renewable energy technologies (solar PV, heat pumps, battery storage) is advantageous.
• Strong verbal and written communication skills.
• Excellent organisational skills and ability to handle multiple tasks efficiently.
• Ability to remain calm and professional in emergency or high-pressure situations.
• Proficiency with call handling software.
• Detail-oriented with strong problem-solving capabilities.
• Flexibility to work on-call shifts including evenings, weekends, and holidays if required.

• Handle incoming callouts related to renewable energy systems via phone, email, or digital channels.
• Assess and prioritise callout requests based on urgency, safety, and operational impact.
• Schedule and dispatch qualified renewable energy engineers or technicians to customer sites promptly.
• Provide clear, professional, and empathetic communication with customers throughout the callout process.
• Maintain accurate records of customer information, job details, and callout status in company systems.
• Offer basic troubleshooting advice where appropriate to help customers manage minor issues.
• Coordinate between customers, field engineers, and internal teams to ensure seamless resolution of faults or emergencies.
• Monitor ongoing callouts and follow up with customers post-service to confirm satisfaction and gather feedback.
• Identify patterns or frequent issues and report these to management for process and service improvements.
• Adhere to all health and safety regulations and company policies.