Electrical Callout Advisor

About Us: 
When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.

BOXT offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.


• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.


• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression. 


• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.


• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.


• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Job Summary:

The Office based Electrical Callout Advisor serves as the critical first point of contact for customers experiencing electrical faults or emergencies. This role involves managing incoming electrical callouts, prioritising requests based on urgency, coordinating with electrical engineers or technicians, and delivering exceptional customer service throughout the resolution process.

Key Responsibilities:

• Receive, assess, and prioritise incoming electrical callout requests via phone, email, or digital platforms.


• Dispatch and schedule qualified electricians or engineers to customer sites promptly, ensuring efficient response times.


• Maintain clear and professional communication with customers, providing updates and basic advice where appropriate.


• Log all customer interactions, job details, and status updates accurately in company systems.


• Offer basic troubleshooting guidance to customers during calls to help mitigate issues before engineer arrival.


• Liaise between customers, field engineers, and internal teams to facilitate smooth and timely issue resolution.


• Monitor ongoing callouts and follow up post-service to ensure customer satisfaction.


• Identify trends or recurring electrical issues and report findings to management for continuous improvement.


• Ensure all activities comply with health and safety standards and company policies.

Qualifications & Skills:

• A minimum of 5 years electrical field experience & previous experience in customer service or call handling, ideally within electrical services or emergency response.


• Basic knowledge of electrical systems and common faults is highly desirable.


• Strong communication skills with the ability to explain technical information clearly.


• Excellent organisational and multitasking abilities under pressure.


• Calm and professional demeanour during emergency or high-stress situations.


• Proficient in call management software.


• Detail-oriented with good problem-solving skills.


• Flexibility to work on-call shifts, including evenings, weekends, and holidays as required.

Benefits:

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.

Your benefits include…

• 30 days of annual leave (plus bank holidays)


• Free tea, coffee, fruit, and breakfast


• Modern offices


• Social events


• Ongoing training and development opportunities


• Enhanced Family Friendly Benefits


• Private medical cover*


• Company pension


• Death in service benefit*

* After probationary period

How to Apply:

If you’d like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you’d be a great fit for this role and our team.