Customer Service Advisor

Customer Service Advisor
Location: Havant, Hampshire, PO9
Contract: Permanent, Full-Time
Reports to: Customer Service Manager
JOB OVERVIEW
Aura Retrofit is a fast-growing business at the forefront of energy efficiency and sustainable home improvements.
We are seeking a proactive and customer-focused Customer Service Advisor to join our dynamic team. This is a key role within the business, acting as the first point of contact for our customers and ensuring an exceptional customer journey from initial
enquiry through to project completion.
The successful candidate will be passionate about delivering outstanding service, highly organised, and comfortable working in a fast-paced, purpose-driven environment focused on innovation and sustainability.
KEY RESPONSIBILITIES
• Act as the primary point of contact for customers via phone, email, and online enquiries
• Manage incoming leads and customer queries in a professional and timely manner, gathering relevant information around customer eligibility
• Provide clear, accurate information on services, products, and processes
• Book appointments and coordinate installations with internal teams
• Support customers through the full project journey, from enquiry to aftercare
• Liaise closely with sales, technical, and operations teams to ensure smooth delivery
• Handle feedback, complaints, and escalations with empathy and efficiency
• Maintain accurate customer records using CRM systems
• Contribute to continuous improvement of customer service processes
KEY SKILLS AND EXPERIENCE REQUIRED
• Proven experience in a customer service, contact centre, or client-facing role
• Excellent communication skills, both verbal and written
• Strong organisational, time-management and prioritisation abilities
• Confident using CRM systems and Microsoft Office
• Ability to remain calm and professional under pressure
• A customer-first mindset with a genuine desire to help people
• High attention to detail and strong problem-solving skills
• Interest in sustainability, renewable energy, or home improvement (desirable, not essential)
BENEFITS
• Competitive salary
• 25 days annual leave, plus bank holidays
• Company pension scheme
• A collaborative and dynamic work environment
• Opportunity to be part of a business focused on innovation and sustainability
• Career progression within a rapidly growing company