Interim Customer Services Advisor

Interim, Full time 37 ½ hours per week, Maternity Cover

Shipton-under-Wychwood moving over to Bourton-on-the-Water

Are you right for us – are we right for you?

Founded 25 years ago, the Rooflight Company is a successful, employee-owned West Oxfordshire business with approximately 70 employees, designing and manufacturing rooflights and roof windows for the UK construction / specification market.

As a company we are open and communicate clearly and regularly with everyone. We recognise and value the strengths each person brings to the team. We continuously challenge the norm to make improvements. We implement change. This has been endorsed by our recent WOBA award as 2020 Employer of the Year.

Our mission, in line with our guiding principles, is to position the customer experience at the heart of everything we do, know what the customer wants, where we add value and profitably deliver on this. This role is central to our mission.

As a Customer Service Advisor, you will be the first point of call for our customers when they need to contact us after receipt of their products. This may be for advice, a problem, or to register their brand new Rooflight. You’d be joining a fast paced, busy team where your training on our products will allow you to confidently assist our customers with any query. You will represent the customer by collaborating with all areas of the business to come up with appropriate solutions to ensure a positive customer experience.  

Our production team take every care to ensure our products are manufactured to the highest standards and our warranties reinforce the confidence we have in our products. On those occasions where customers need to get in touch, we need to deliver an exemplary customer experience.

This is an excellent opportunity for an experienced Customer Service Advisor to join this successful, growing, values-led, customer-focused organisation.

Interested? Then apply below and tell us why this is the right role for you.

  • Respond professionally and efficiently to all new telephone and email customer service enquiries
  • Assist with warranty, product exchanges & returns, order dispatches, technical support and product registrations.
  • Provide solutions that meet with the customer requirements
  • Provide an excellent level of customer service
  • Provide a high standard of technical support to customers post delivery of their orders
  • Maintain the company’s reputation and encourage repeat custom
  • Prepare customer quotations, place customer orders and process payments
  • Provide regular feedback to the Customer Services Manager in relation to observations, trends and opportunities for improvements.
  • Input and extract accurate and timely information into and from our CRM database
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

You will have the opportunity to:

  • Work in the internal Rooflight Company production facilities as required by the business.
  • To attend customer premises to assess requirements and to assist with the repair of products to schedule, both to agreed operating standards and to agreed quality standards and timescales.


  • Work individually as well as part of a high performing team
  • Be highly organized, with an energetic and mature approach to work
  • Demonstrate experience of multi-tasking priorities in a fast-moving environment
  • Show capabilities of working under pressure, remaining calm with a professional approach at all times
  • Demonstrate excellent internal and external customer communication and listening skills
  • Enjoy customer interactions and have a natural desire to continuously improve the customer experience
  • Be able to focus on identifying the customer’s needs, problem solving and deliver a solution
  • Complete product and installation training that you can retain and articulate with customers

Personal Attributes

  • Flexible and motivated team player with a positive attitude
  • Able to develop good working relationships with other teams and customers
  • Enjoy taking tasks through to completion
  • Capable of handling multiple tasks at once
  • Demonstrates integrity, care, empowerment and unity at all times


  • Educated to A level GCSE Maths and English grades A-C (9-5)
  • MS Office


  • Experience of working in customer services, aftersales or sales
  • Technical experience advantageous
  • Clean UK Drivers Licence

As an employee-owned business, we encourage new ideas and customer-led thinking. We don’t accept quick fixes or unsustainable solutions. We believe it’s our responsibility to play our part in mitigating climate change and we have an ambitious target of achieving zero waste to landfill and being carbon neutral by 2026.

To succeed, you will need to demonstrate that your values and behaviours are aligned with ours – Integrity, Care, Empowered and Unity.  Together, they create the environment where company and personal growth is encouraged, nurtured and recognised.  


Request a Brochure FAQs