Customer Service Advisor - Dealer Services

**Be the trusted partner behind every confident dealer decision.** ================================================================== **At VELUX, great customer experiences don’t happen by chance—they are created by people who care, who listen, and who know how to turn complexity into clarity.** Meet your new team ------------------ We are looking for a Customer Service Advisor to join our Dealer Services team, supporting customers across Great Britain and Ireland. In this role, you’ll go beyond answering enquiries—you’ll become a trusted advisor to our dealers, helping them make confident, informed decisions that drive their business forward. This is not just a contact centre role—it’s a position where service meets commercial insight. You will play a key role in protecting and strengthening VELUX’s market position by delivering what our dealers value most: fast, accurate advice and a seamless experience from start to finish. Working in a fast-paced, multi-channel environment, you’ll take ownership of enquiries, build strong relationships, and ensure every interaction adds value. You will be located in our Glenrothes office and limited travel may occur. **What you will do** -------------------- As a Customer Service Advisor, you’ll be at the centre of the customer journey—connecting people, products, and solutions. You will: * Act as a trusted point of contact for dealer customers, providing clear, knowledgeable, and practical support * Guide customers towards the right VELUX solutions, balancing technical requirements and commercial needs * Manage enquiries across phone, email, and chat, ensuring a consistent and high-quality experience * Take full ownership of cases, from first contact through to resolution * Handle more complex queries and complaints with confidence, empathy, and sound judgement * Build strong relationships with internal teams to ensure smooth coordination and timely outcomes * Identify opportunities to add value, strengthen dealer capability, and support sales growth **Working with pace, ownership, and purpose** --------------------------------------------- This is a role for someone who thrives in a busy environment and enjoys managing multiple priorities without losing attention to detail. You will: * Balance speed and quality, working to KPIs and service targets * Use your judgement to make informed decisions, knowing when to escalate * Navigate systems and tools confidently to deliver accurate and efficient outcomes * Contribute to continuous improvement, helping us make the customer journey even better **Who we are looking for** -------------------------- You are service-driven, commercially aware, and motivated by helping customers succeed. You bring a natural ability to build trust and create clarity—especially when things are complex. We imagine you: * Are an excellent communicator, with strong listening and questioning skills * Build relationships easily and act with professionalism and credibility * Stay calm and structured in a fast-moving environment * Have strong attention to detail, supported by good literacy and numeracy skills * Are comfortable using multiple systems and tools * Are open to feedback and motivated by continuous learning and development * Understand how great service can also drive commercial value **Why join VELUX?** ------------------- At VELUX, you’ll be part of a company where people genuinely care—about customers, about each other, and about doing things the right way. You can expect: * A collaborative environment with strong team spirit and knowledge sharing * A culture built on trust, respect, and customer focus * Opportunities to grow your skills and develop your career * A role where your contribution has a real and visible impact