Role Overview 

We are looking for someone to join the team for a 6-month, office-based role, focused on providing friendly, patient and practical support to customers who need help with our products, systems and services. The Customer Care & Product Advisor will be a reassuring first point of contact for homeowners and installers, helping them feel listened to, understood and supported. The role involves answering questions, guiding customers through product choices, assisting with app and thermostat settings, supporting pairing and basic troubleshooting, and helping people of all confidence levels — from experienced installers to elderly customers who may need a little extra time and care. We are also looking for someone who can think outside the box, use good judgement, and work through problems in a practical way when a customer’s situation is not straightforward. 

Key Responsibilities 

• Take incoming customer phone calls in a friendly, calm and helpful way, making sure people feel listened to and supported. 

• Reply to customer emails with clear, simple and practical guidance. 

• Help homeowners, installers and merchants with everyday product, app and system questions. 

• Support customers with common tasks such as using the app, changing settings, and understanding basic product features. 

• Ask simple questions to understand what the customer needs, then guide them through the next steps at a comfortable pace. 

• Offer patient support to customers who may be less confident with technology or need things explained in a simpler way. 

• Help customers understand which product or solution may be right for them, asking for support from colleagues when needed. 

• Keep customer notes and enquiries updated so the team can follow things through properly. 

• Work with colleagues in a positive and supportive way, sharing knowledge and asking questions when needed. 

Critical Competencies for Success 

• A caring, customer-focused approach, with a genuine willingness to help people feel supported and understood. 

• A friendly and polite telephone manner, with the confidence to speak to customers in a calm and reassuring way. 

• Comfortable using a computer, phone, email, apps and everyday digital systems. 

• Clear communication skills, with the ability to explain things simply without using overly technical language. 

• Good listening skills and the patience to support customers who may be unsure or need extra guidance. 

• A practical, helpful mindset, with strong problem-solving skills and the confidence to think outside the box when a customer’s issue does not have an obvious answer. 

• A positive team attitude, with a willingness to learn, ask questions and share knowledge with others. 

Health & Safety 

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.   

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviours or unsafe acts. 

Code of Ethics 

IMI expects the highest ethical standards in all business dealings — with customers, suppliers, advisors, employees, and authorities — in line with our Code of Conduct. 

IMI may amend this job description in whole or part at any time. 

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