Ideal Heating
Customer Service Administrator
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Customer Service Administrator
Location: National Avenue
Hours: Monday to Friday, 37 hours per week
Working Hours: Between 8:30am and 6:00pm, with a set working pattern to be agreed
About the Opportunity
Aquilo Recruitment are excited to be working in partnership with Ideal Heating to recruit a Customer Service Administrator to join their friendly and supportive team. This is a fantastic opportunity for someone who genuinely enjoys helping people, solving problems and making a difference to the customer experience. You’ll play an important role in supporting customers, handling complaints and email enquiries, and ensuring every customer feels listened to and valued.
No two days will be the same. This is a varied, fast-paced role where you’ll work closely with colleagues across the business to investigate issues, find solutions and deliver positive outcomes for customers. You’ll be part of a great team and culture where collaboration, communication and customer care are at the heart of what they do.
The Role
As a Customer Service Administrator, you’ll be responsible for managing customer concerns and complaints from the initial contact through to resolution. You’ll take ownership of each case, ensuring customers receive clear communication, fair treatment and an appropriate resolution. You’ll investigate complaints thoroughly, working with teams across the business to understand what has happened, identify root causes and put the right solution in place. The successful candidate will be confident communicating with a wide range of customers and colleagues, including those who may be distressed, vulnerable or frustrated. You’ll need to remain calm and professional, while showing genuine empathy and understanding.
Key Competencies
- Apply a consistent, fair and well-reasoned approach to every case.
- Communicate with confidence, clarity and empathy across all communication channels.
- Communicate technical and procedural information clearly and concisely.
- Make confident decisions within agreed authority.
- Write accurately and professionally, with excellent attention to detail.
- Be numerate and comfortable working with data, figures and reports.
- Be proficient in Microsoft Office, including Word, Excel and PowerPoint.
- Experience of Salesforce is desirable.
- Work effectively as part of a supportive team while also taking initiative when working independently.
- Remain composed and effective under pressure.
- Demonstrate resilience and confidence when handling challenging or emotive complaints.
- Take a proactive and logical approach to problem solving, with strong investigative and analytical skills.
- Balance competing demands with structure and focus, maintaining high standards under time pressure.
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Key Responsibilities
- Log, triage and acknowledge complaints received through all communication channels within agreed service levels.
- Follow the complaints process for every case, applying sensible flexibility where a customer's circumstances require it.
- Investigate complaints from start to finish, reviewing product, installation, service history, warranty and engineer information to establish root cause.
- Work collaboratively with colleagues across departments to resolve cases to the highest standard of customer care.
- Arrange remedial action, including engineer visits, replacement parts, repairs and goodwill gestures, within authorised limits.
- Prioritise safety-related complaints, including gas leaks and carbon monoxide concerns, immediately and in line with company procedures.
- Communicate clearly and empathetically with distressed or vulnerable customers, managing expectations and providing regular updates.
- Maintain accurate CRM records in line with UK GDPR and data retention policies.
- Report on complaint volumes, trends and root causes, sharing insight with the Customer Experience Manager and Customer Insight Analyst.
- Support the continuous improvement of complaint procedures, documentation and training materials.
- Support DSARs and SARs by gathering and collating requested information within agreed deadlines.
- Draft and post professional, empathetic responses to Trustpilot reviews, turning negative experiences into positive outcomes wherever possible.
- Process and distribute job reports, service history reports, water sample reports and manual requests as required.
- Support the handling of small claims by investigating cases, compiling timelines and gathering evidence.
- Coordinate evidence for relevant awards, including Investors in Customers' "A Company That Cares".
- Undertake any other reasonable duties as directed by the Customer Experience Manager.
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What Success Looks Like
In this role, you’ll be expected to ensure complaints are acknowledged, investigated and resolved within agreed SLAs, while keeping the customer at the centre of every decision. Success will also mean ensuring complaints are handled effectively and that accurate root-cause information is captured, helping the wider business identify trends and continuously improve the customer experience.
Key Challenges
Product Knowledge
Developing and maintaining a strong understanding of Ideal Heating's product ranges so you can investigate complaints accurately and have credible conversations with customers, landlords, installers and engineers.
Process Knowledge
Learning and consistently applying complaints and escalation processes, while recognising when a case requires support from Technical, Quality or a Manager. Safety-related concerns must always be identified and escalated immediately.
Managing Difficult Cases
Handling challenging or emotive complaints with confidence, professionalism and empathy. You’ll need to explain decisions clearly and fairly, even when the outcome isn't what the customer hoped for, while maintaining their trust throughout the process.
Balancing Priorities
Managing a varied caseload against agreed SLAs, while ensuring every customer receives the time, attention and communication they deserve.
Working Across Teams
Building strong relationships with colleagues across different departments, ensuring you can access the information needed quickly and keep customers informed throughout their journey.
Why Join?
This is an exciting opportunity to join a well-established organisation in a role where your communication, problem-solving skills and commitment to great customer service will genuinely make a difference. If you’re organised, resilient and customer-focused, enjoy finding solutions and thrive in a busy team environment, we’d love to hear from you.
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