Complete all invoicing queries for Baxi Customer Support, this team also look after the warranty registrations for boilers and send out extended warranty certificates.
Managing all in-and-out of warranty product changes, this team liaises between customers and installers making any special arrangements and processing payments where necessary.
Supporting the engineers who are registered on the Baxi works loyalty scheme, this team provides assistance to large organisations such as local authorities, councils and housing associations.
Responsible for everything regarding learning, development and training for Baxi Customer Support, this team helps from induction through to a full suite of training modules covering every internal process.
This is the main call taking sales team in the service centre taking the majority of out of warranty calls, including the arrangement of initial repair visits.
Responsible for most of the 19,000 spares in the UK for all Baxi brands, our planners place orders for our 385 suppliers who deliver into our warehouse making sure parts are always available for our customers.
Making sure our customers meet their warranty requirements, have a completed their Benchmark Checklist, registered their products within 30 days and arrange annual servicing.
Making sure that there are enough Baxi engineers in the right places to visit customer's homes; making sure that they have the right systems to help support them to provide the best service possible.
This team deals with merchants, contractors and developers, liaising with the Sales teams to help set up support agreements between Baxi and new customers.
Dealing with concerns and complaints from initial inquiry through investigation to closure, managing feedback positively and effectively; feeding into continuous improvement.
This team provides data analysis and reporting to Baxi Customer Support, and to the wider business.
240 fully trained engineers in the field team are customer facing, diagnosing faults, carrying out repairs, servicing and carrying out full system installations. The team covers 80% of mainland UK, travelling around 4.5million miles per year to complete the scheduled 300,000 jobs.
Responsible for managing all the cash coming in and out of the business, sticking to strict regulations and creating audit reports and analysis to help the business make decisions about their strategy.
This team provides advice, support and guidance to all Baxi employees though all stages of their employment. Working with key stakeholders, HR drives our company forward culturally and commercially.
Responsible for all Baxi hardware, software and telephones, IT are split into three teams; Customer Support, Systems Support and Business support, spread over all 4 sites.
Working within the HR function, the L and D strategy covers all employees making sure they have the necessary skills to carry out their role and progress in their career.
Looking after the 250 engineer vans on the road, including leases, livery, short hire and fuel cards, always making sure our engineers have a safe and reliable vehicle at all times.
Carrying out customer insight and research to develop the best ways to communicate our products and services, Marketing protect our brands at every touch point including the media, digital and internally.
This is a bespoke design service from Baxi for residential developments incorporating our heating and hot water products together with low carbon technologies. Our project database contains 40,000 house type designs.
This team schedules work for our engineers to make the best use of their time, and visit as many of our customers as possible.
Responsible for defining the products which Baxi UK will sell into the residential market; including boilers, accessories and renewables, Product Management also manage our response to legislation and actively lobby for changes in Government policy.
This team plans the shifts of the call centre staff throughout the year, always making sure there are enough people to answer a customer or installers call. Using tools to monitor activity this team makes sure the right people are answering the right calls.
Dealing with escalating customer issues, this team promotes customer loyalty in line with the business mission statement.
On a daily basis the service centre is responsible for taking a high number of calls, this team deals with customers with all kinds of questions from warranty, servicing and repair to advice about heating and hot water.
This team deals with everything related to stock, including tools, equipment, warehouse management and consumables.
The technical team provide telephone support to engineers who have questions about installation, fault finding or repairing, on all brands and products, past and present.