Customer Care & Product Advisor (Fixed-Term Contract, 6 Months)

We are looking for someone to join the team fora 6-month office-basedrolefocused onproviding friendlypatientand practical support to customers who need help with our productssystemsand services. The Customer Care &Product Advisor will be a reassuring first point of contact for homeowners and installers helping them feel listened tounderstoodand supported. The role involves answering questions guiding customers through product choicesassistingwith app and thermostat settings supporting pairing and basic troubleshooting and helping people of all confidence levels from experienced installers to elderly customers who may need a little extra time and are also looking for someone who canthink outside the box use good judgement and work through problems in a practical way when a customers situation is not straightforward.

• Take incoming customer phone calls in a friendlycalmand helpful way making sure people feel listened to and supported.

• Reply to customer emails with clearsimpleand practical guidance.

• Help homeowners installers and merchants with everyday productappand system questions.

• Support customers with common tasks such as using the app changing settings and understanding basic product features.

• Ask simple questions to understand what the customer needs then guide them through the next steps at a comfortable pace.

• Offer patient support to customers who may be less confident with technology or need things explained in a simpler way.

• Help customers understand which product or solution may be right for them asking for support from colleagues when needed.

• Keep customer notes and enquiries updated so the team can follow things through properly.

• Work with colleagues in a positive and supportive way sharing knowledge and asking questions when needed.

• A caring customer-focused approach with a genuine willingness to help people feel supported and understood.

• A friendly and polite telephone manner with the confidence to speak to customers in a calm and reassuring way.

• Comfortable using a computer phone emailappsand everyday digital systems.

• Clear communication skills with the ability to explain things simply without using overly technical language.

• Good listening skills and the patience to support customers who may be unsure or need extra guidance.

• A practical helpful mindset with strong problem-solving skills and the confidence tothink outside the boxwhen a customers issue does not have an obvious answer.

• A positive team attitude with a willingness to learn ask questions and share knowledge with others.

The physical demands described within the Key Duties & Responsibilities section of this job description arerequiredto perform the essential functions of this accommodations may be made for individuals with contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.

Health Safety and Environmental Duties At IMI we are all personally committed to protecting our people minimizing our impact to the environment the communities weoperatein and our company. All members of our workforce have the duty to ensure the health safety and welfare of themselves others and the environment. Every employee is expected to follow all HSE operating procedures also to challenge any observedbehavioursor unsafe acts.

IMI expects the highest ethical standards in all business dealings with customers suppliers advisors employees and authorities in line with our Code of Conduct.

IMI may amend this job description in whole or part at any time.

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