Job Description

Heating Product Technical Advisor

Reina Design is a leading UK supplier of designer radiators and heated towel rails, renowned for combining innovative design with reliable performance. Established in 2005, we have built a strong reputation for quality, style, and customer service, supplying products in mild steel, aluminium, and stainless steel to suit both modern and classic interiors.

Our extensive product range includes electric, central heating, and dual-fuel solutions, available in a wide choice of sizes, finishes, and colours. We proudly support residential customers, professional installers, and large-scale commercial projects, with a strong focus on energy efficiency, product knowledge, and long-term reliability.

As our business continues to grow, we are looking for a Heating Product Technical Advisor to join our Customer Services team and play a key role in delivering outstanding technical support.

The Role

This is not an IT support role. Instead, you will act as a trusted technical point of contact, providing expert advice on radiators and heated towel rails to customers, installers, and trade professionals.

You will work closely with the Customer Services Department, key senior team members, and internal departments to diagnose product-related issues, installation queries, and general troubleshooting questions. Through both telephone and written communication, you will ensure every customer receives accurate, professional, and timely support.

This role is ideal for someone who is technically minded, customer-focused, and enjoys problem-solving in a fast-paced but supportive environment.

Key Responsibilities

Act as the friendly and knowledgeable first point of contact for technical queries via phone, email, and live chat

Diagnose and resolve technical issues relating to radiators and heated towel rails

Provide clear, practical fitting, installation, and troubleshooting advice to customers and installers

Take full ownership of customer queries, ensuring they are resolved efficiently and to a high standard

Develop in-depth product knowledge across electric, central heating, and dual-fuel systems

Liaise with internal departments such as sales, warehouse, and product teams to ensure timely and effective resolutions

Accurately record, track, and manage cases using internal systems, maintaining a high level of attention to detail

Identify recurring issues and share insights with the wider team to support continuous improvement of products and processes

Maintain a professional, calm, and empathetic approach when handling complex or sensitive customer situation

What We're Looking For

Essential Skills & Experience

Proven experience in a customer service or support role, ideally within a technical or product-based environment

Strong communication skills, with the ability to explain technical information clearly, confidently, and in a customer-friendly manner

A natural problem-solver with a patient, professional, and customer-first mindset

Strong organisational skills with excellent attention to detail

A proactive and reliable team player, able to manage workload effectively in a busy environment

IT proficiency, including:

Confident use of Microsoft Word and Excel for documentation, reporting, and basic data handling Professional use of email systems for customer and internal communication Comfortable navigating and updating internal databases, CRM systems, and case management tools Ability to learn new systems quickly and accurately record technical information

Desirable (but not essential)

Experience in plumbing, heating, electrical installation, or technical product support

Knowledge of radiators, towel rails, or domestic heating systems

A full UK driving licence

Comprehensive and ongoing training will be provided, so a strong willingness to learn and develop is just as important as prior experience.

What we Offer

Salary: 25,000 per year (dependent on experience)

Working Hours: Monday to Friday, 8:30am - 5:30pm (no weekends)

Holiday: 20 days annual leave plus statutory holidays

Pension: Company pension scheme

Training: Comprehensive in-house training with ongoing support and development

Career Development: Genuine opportunities for progression within a growing business

Work Environment: Friendly, collaborative, and supportive team culture

On-site Benefits: Free on-site parking

What Our Team Says

"From day one, Reina Design has been a genuinely supportive and enjoyable place to work. The initial factory training was extremely thorough and gave me real confidence in the products, and even years later there was always ongoing support whenever I needed it. No question was ever too small, and the team were always happy to help.

What I found most rewarding was being able to genuinely help customers, whether that was solving a technical issue, guiding an installer through a fitting query, or simply giving reassurance. You're encouraged to take ownership, build knowledge, and grow, and your contribution is truly valued. It's a company that invests in its people and gives you the tools to succeed."

-- Former Technical Advisor

Be Part of Our Success

At Reina Design, your ideas are listened to, your development is supported, and your work makes a real difference. We are a passionate, driven, and vibrant company that values teamwork, professionalism, and pride in what we do.

If you are passionate about customer service, enjoy technical problem-solving, and are looking to build a long-term career within a growing and respected business, we would love to hear from you.

Apply today and become part of the Reina Design journey.

Job Types: Full-time, Permanent

Pay: From 25,396.00 per year

Benefits:

Bereavement leave Company events Cycle to work scheme Employee discount Employee mentoring programme Free parking On-site parking
Work Location: In person