Technical Advisor – Domestic

Job Reference

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

06/06/2022

Job Location

Norwich

Job Postcode

Salary Benefits

Role Purpose

You will use technical and installation knowledge to ensure accurate and cost effective estimations, supporting the completion of works in a timely manner. You will liaise with colleagues across the Customer Experience team and the wider Evander network, providing technical and installation guidance for surveys.

Key Accountabilities & Activities

  • Ensure that all survey information required to complete the estimation of works is received in a timely manner.
  • Accurately and profitably price all materials required to complete the required works.
  • Communicate effectively with field surveyors, engineers and suppliers regarding technical and pricing queries.
  • Provide support to office and field staff based on technical and installation knowledge.
  • Build and maintain an excellent understanding of our branch and supplier network ensuring optimum results are achieved.
  • Ensure compliance with Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) requirements.
  • Provide feedback to the Head of Technical and Network Managers on improvements and requirements regarding survey information received
  • Working meticulously and diligently to achieve high accuracy and meet low error targets.
  • Support the Customer Experience team with customer interactions using 3 way telephone calls and email.
  • Work towards meeting internal SLAs.
  • Complete works in accordance with the company’s “Right First Time” and “Continuous Improvement” initiatives
  • Manage and successfully complete an agreed number of jobs per day

Working to developmental targets, linked to your career development.

Experience and Personal Attributes

Essential:

• Installation or surveying experience in both Carpentry, UPVC windows and doors.

• Excellent verbal and written communication skills.

• Ability to communicate effectively with customers and stakeholders on a face-to-face basis, via telephone and via email.

• Strong IT skills with good knowledge of Excel, Word, Outlook and Microsoft packages.

• Ability to demonstrate good negotiation skills

• Ability to work on your own initiative and prioritise your own workload

• Good problem solving skills and ability to use own initiative.

• Able to work collaboratively as part of a wider team.

• Able to work under pressure and to tight deadlines.

• A natural forward planner who critically assesses their own performance;

• Interest in technical products and specifications

Personal Attributes:

• Resilient under pressure

• Detail orientated

• Driven and self-motivated

• Strong customer service ethos

• Flexible attitude to work

• Attention to detail

• Diligent

• Ability to build strong rapports with customers and stake-holders

Desirable:

• UPVC and Timber repair experience

• Conservatory installation and surveying experience

• Use of window and conservatory design and pricing software

• Previous experience of managing a high turnover of customers.

• Experience of working in a telephony based, customer focused environment.

• Experience of writing management reports

Key Outputs/Metrics or Other important things

  • Act as an ambassador for our brand values, actively promoting and applying these values wherever possible.
  • Comply with Health & Safety requirements of the Company, keeping ourselves and each other safe at all times.
  • Take the time to understand and work within Evander’s policies, procedures and ways of working.
  • Uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged.
  • Adhere to all aspects of confidentiality and Data Protection in order to comply with the law, observing all policies and guidelines.
  • The post holder will be required to undertake such other duties as may be required within the competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
  • A full UK drivers’ licence and the ability to travel nationally where required.
  • The flexibility for some overnight stays as and when required.

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves. We know that embracing differences enhances Evander’s operational capabilities and helps to create a Great Place to Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.