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 involvesHandling phone calls, AI-escalated live chats, customer emailsSupporting customers with:radiator selection and sizingheat output considerationsvalve and system compatibilitydelivery, returns and installation-related queriesApplying judgement when AI or system responses dont fully fit the situationSpotting potential issues early and guiding customers toward therightoutcomeProtecting long-term customer confidence and retentionWe are less concerned about which CRM youve used, and more interested in how you think.You may come from:Plumbing or heating merchantsBuilders merchants or trade countersHome 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 mindsetConfidence discussing products, measurements or specificationsExperience explaining technical detail to non-technical customersThe instinct to troubleshoot before respondingComfort sayingthis wont work and heres why- calmly and clearlyCustomer service experience is essential, buttechnical confidence matters more than Zendesk badges.Working pattern9:00am 5:30pm, Monday to FridayHybrid: typically 3 days from home, 2 days in the Colchester officeOccasional Saturdays, agreed in advance (paid or TOIL)Salary & benefits£28,000Monthly bonus linked to overall sales performance(reflecting customer confidence, retention and accuracy - not sales targets)Staff discount on productsPension (auto-enrolment)Structured onboarding and product trainingStable hours and a supportive team environmentHow we hireWe 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