Customer Support Advisor at Dimplex Uk in Southampton, England, United Kingdom | Kablio

Role

Description

customer support

crm logging

troubleshooting

diagnostics

warranty service

workload management

Taking calls and answering emails from our indirect & direct consumer customers in relation to in and out of warranty claims, presale information or any other queries and providing a resolution or escalating to the appropriate team
To answer and resolve a high volume of enquiries over telephone, email or social media working to department and company KPI to meet customer expectation
To create accurate records ensuring all elements of the query are logged within nominated CRM/Customer Database to comply with GDPR and business need
Ensure you adjust your style to engage your audience to promote the Dimplex brand
To work pro-actively providing feedback required and take ownership of professional development
Assessing the requirement for in warranty service visits by carrying out troubleshooting and diagnostics using technical documentation and product guides and translating to ‘consumer appropriate’ language across entire product range to reduce cost of service
To understand GDPR regulations and ensure that, at all times, the regulations are adhered to. To consistently comply with Health and Safety Regulations in all aspects of general duties.
Participate in the department workflow and understand where to gain technical or customer service support to increase skill and technical ability
To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable

Requirements

communication

creativity

hvac

negotiation

kpis

pressure

Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
Creative thinker, to be able to develop innovative ideas to improve customer service standards
Excellent written and verbal skills
Knowledge of HVAC Industry
Negotiation skills
Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements
Ability to work well under pressure

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Leading brand specializing in energy-efficient heating and cooling systems.
Offer innovative solutions tailored to both residential and commercial markets.
Known for a ground-breaking approach to sustainable climate control.
Product range includes advanced electric heating, air conditioning, and integrated control systems.
Innovative designs have become standard in homes and businesses seeking reliable, cost-effective heating and cooling.
Industry leader providing solutions that reduce energy consumption and carbon footprints.

Culture + Values

Delivering sustainable comfort – “We devote our energy to deliver comfort and sustainability. Without compromise.”
Empowering people – “We actively seek to partner with people to make better choices as we all strive for a better tomorrow.”
Heartfelt solutions – “We develop solutions for the living, breathing heart of buildings and homes for a better tomorrow.”

Environment + Sustainability

80% by 2025

Carbon Emissions Reduction Target

Aiming to significantly lower carbon emissions to contribute to global sustainability efforts.

2050

Carbon-Neutral Business Goal

Committed to achieving complete carbon neutrality by mid-century.

3.68 kW

Solar PV Capacity

Installed solar panels at HQ to generate clean electricity on-site.

5% annual

Carbon Reduction Targets

Group-wide strategy includes annual carbon reduction goals across manufacturing sites.

Certified net-zero at Southampton office via energy-saving and on-site initiatives.
Operates under Glen Dimplex’s ‘Empower Now’ strategy focusing on product innovation, resource management, employee engagement, and partner collaboration.
Manufacturing sites in NI certified to ISO 14001 for environmental management.

Inclusion & Diversity

8500 employees

Global workforce

Operating a network of approximately 8500 employees across multiple countries.

We care about people – Emphasises long‑term relationships built on professionalism and trust.
We think customer – Focus on listening to and understanding customer needs.
We value innovation – International problem‑solvers leveraging human ingenuity and technology.
We keep it simple – Streamlined solutions making complexity manageable.
No publicly available gender‑split data or specific DEI targets disclosed.

Articles

Careers at Dimplex

Sustainability Initiatives

Dimplex Product Range

Role

Description

customer support

crm logging

troubleshooting

diagnostics

warranty service

workload management

Taking calls and answering emails from our indirect & direct consumer customers in relation to in and out of warranty claims, presale information or any other queries and providing a resolution or escalating to the appropriate team
To answer and resolve a high volume of enquiries over telephone, email or social media working to department and company KPI to meet customer expectation
To create accurate records ensuring all elements of the query are logged within nominated CRM/Customer Database to comply with GDPR and business need
Ensure you adjust your style to engage your audience to promote the Dimplex brand
To work pro-actively providing feedback required and take ownership of professional development
Assessing the requirement for in warranty service visits by carrying out troubleshooting and diagnostics using technical documentation and product guides and translating to ‘consumer appropriate’ language across entire product range to reduce cost of service
To understand GDPR regulations and ensure that, at all times, the regulations are adhered to. To consistently comply with Health and Safety Regulations in all aspects of general duties.
Participate in the department workflow and understand where to gain technical or customer service support to increase skill and technical ability
To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable

Requirements

communication

creativity

hvac

negotiation

kpis

pressure

Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
Creative thinker, to be able to develop innovative ideas to improve customer service standards
Excellent written and verbal skills
Knowledge of HVAC Industry
Negotiation skills
Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements
Ability to work well under pressure

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Leading brand specializing in energy-efficient heating and cooling systems.
Offer innovative solutions tailored to both residential and commercial markets.
Known for a ground-breaking approach to sustainable climate control.
Product range includes advanced electric heating, air conditioning, and integrated control systems.
Innovative designs have become standard in homes and businesses seeking reliable, cost-effective heating and cooling.
Industry leader providing solutions that reduce energy consumption and carbon footprints.

Culture + Values

Delivering sustainable comfort – “We devote our energy to deliver comfort and sustainability. Without compromise.”
Empowering people – “We actively seek to partner with people to make better choices as we all strive for a better tomorrow.”
Heartfelt solutions – “We develop solutions for the living, breathing heart of buildings and homes for a better tomorrow.”

Environment + Sustainability

80% by 2025

Carbon Emissions Reduction Target

Aiming to significantly lower carbon emissions to contribute to global sustainability efforts.

2050

Carbon-Neutral Business Goal

Committed to achieving complete carbon neutrality by mid-century.

3.68 kW

Solar PV Capacity

Installed solar panels at HQ to generate clean electricity on-site.

5% annual

Carbon Reduction Targets

Group-wide strategy includes annual carbon reduction goals across manufacturing sites.

Certified net-zero at Southampton office via energy-saving and on-site initiatives.
Operates under Glen Dimplex’s ‘Empower Now’ strategy focusing on product innovation, resource management, employee engagement, and partner collaboration.
Manufacturing sites in NI certified to ISO 14001 for environmental management.

Inclusion & Diversity

8500 employees

Global workforce

Operating a network of approximately 8500 employees across multiple countries.

We care about people – Emphasises long‑term relationships built on professionalism and trust.
We think customer – Focus on listening to and understanding customer needs.
We value innovation – International problem‑solvers leveraging human ingenuity and technology.
We keep it simple – Streamlined solutions making complexity manageable.
No publicly available gender‑split data or specific DEI targets disclosed.

Articles

Careers at Dimplex

Sustainability Initiatives

Dimplex Product Range