The posting
Great customer journeys start with a great first conversation.
When homeowners begin thinking about improving their home, they often have questions before they know exactly what they need.
This role is about helping them find the right answers.
As an Inbound Consumer Advisor within our Design & Inbound Services team, you'll be one of the first people customers speak to when they contact VELUX. You'll support homeowners and blinds retailers across phone, email, chat and digital channels, helping them understand their options and feel confident about the next step in their project.
That means listening carefully, asking the right questions and providing clear, practical guidance. Sometimes you'll help a customer find the right solution there and then. Other times you'll identify opportunities that are best progressed through our specialist Design Services or Replacement Services teams.
Based in our Glenrothes office, no two conversations are quite the same, but every interaction plays an important role in shaping the customer experience.
What the role involves:
- Being a first point of contact for homeowners and blinds retailers
- Providing clear, simple and accurate advice across phone, email, chat and digital channels
- Understanding customer requirements, project goals and intended outcomes through effective questioning
- Helping homeowners explore products, services and solutions that best suit their needs
- Supporting blinds retailers with telephone orders and ensuring key details are accurately captured
- Translating technical or complex information into easy-to-understand guidance
- Taking ownership of customer enquiries through to resolution or appropriate handover
- Identifying opportunities to recommend products or services that add value to the customer
- Qualifying and transferring appropriate opportunities to Design Services or Replacement Services
- Working closely with colleagues across VELUX to ensure a seamless customer journey
- Keeping customer records and interactions accurate and up to date
- Looking for opportunities to improve the customer experience and ways of working
It's busy, but that's part of what makes it rewarding
Consumer Services is a fast-paced environment where every customer is at a different stage of their journey. Some customers will simply need reassurance they're making the right decision. Others may need guidance through more complex questions around products, installation or project planning.
The role involves balancing quality conversations with service expectations, including customer satisfaction, first contact resolution and responsiveness.
There will be plenty of opportunities to build product knowledge, strengthen commercial awareness and develop confidence in supporting customers through important home improvement decisions.
There is also a real opportunity to influence how we work. If something could be made simpler, clearer or more effective for customers, we want people who are willing to contribute ideas and help drive improvements.
What makes someone successful in this role?
Experience in customer service is important, but attitude and approach matter just as much.
The right person is likely to:
- Enjoy helping people and building customer confidence
- Listen carefully and ask thoughtful questions
- Communicate clearly and avoid unnecessary jargon
- Stay calm and organised in a busy environment
- Take ownership of customer outcomes
- Balance customer needs with commercial opportunities
- Pay attention to detail and maintain high levels of accuracy
- Feel comfortable learning new products, systems and processes
- Work well with colleagues across different teams
- Be open to feedback and committed to continuous improvement
Technical knowledge of VELUX products isn't expected from day one. Training and support will be provided.
What matters most is a genuine desire to help customers, a willingness to learn and the confidence to guide customers towards the right solution.
Why this role matters
Consumer Services is often the front door to VELUX for homeowners and blinds retailers. The quality of these early interactions can shape the customer's perception of our business and influence the success of their project.
By providing clear advice, reducing customer effort and creating confidence from the outset, this role helps deliver an effortless customer experience while supporting future growth through high-quality customer conversations.
Interested?
If you enjoy helping people, solving problems and guiding customers towards the right solution, this role offers the opportunity to make a real difference to both the customer experience and the success of the business.
