Customer Service Advisor - Dealer Services

Be the trusted partner behind every confident dealer decision.At VELUX, great customer experiences don’t happen by chance—they are created by people who care, who listen, and who know how to turn complexity into clarity. Meet your new team We are looking for a Customer Service Advisor to join our Dealer Services team, supporting customers across Great Britain and Ireland. In this role, you’ll go beyond answering enquiries—you’ll become a trusted advisor to our dealers, helping them make confident, informed decisions that drive their business forward. This is not just a contact centre role—it’s a position where service meets commercial insight. You will play a key role in protecting and strengthening VELUX’s market position by delivering what our dealers value most: fast, accurate advice and a seamless experience from start to finish. Working in a fast-paced, multi-channel environment, you’ll take ownership of enquiries, build strong relationships, and ensure every interaction adds value. You will be located in our Glenrothes office and limited travel may occur. What You Will Do As a Customer Service Advisor, you’ll be at the centre of the customer journey—connecting people, products, and solutions. You will:

• Act as a trusted point of contact for dealer customers, providing clear, knowledgeable, and practical support
• Guide customers towards the right VELUX solutions, balancing technical requirements and commercial needs
• Manage enquiries across phone, email, and chat, ensuring a consistent and high-quality experience
• Take full ownership of cases, from first contact through to resolution
• Handle more complex queries and complaints with confidence, empathy, and sound judgement
• Build strong relationships with internal teams to ensure smooth coordination and timely outcomes
• Identify opportunities to add value, strengthen dealer capability, and support sales growth

Working with pace, ownership, and purpose This is a role for someone who thrives in a busy environment and enjoys managing multiple priorities without losing attention to detail. You will:

• Balance speed and quality, working to KPIs and service targets
• Use your judgement to make informed decisions, knowing when to escalate
• Navigate systems and tools confidently to deliver accurate and efficient outcomes
• Contribute to continuous improvement, helping us make the customer journey even better

Who We Are Looking For You are service-driven, commercially aware, and motivated by helping customers succeed. You bring a natural ability to build trust and create clarity—especially when things are complex. We imagine you:

• Are an excellent communicator, with strong listening and questioning skills
• Build relationships easily and act with professionalism and credibility
• Stay calm and structured in a fast-moving environment
• Have strong attention to detail, supported by good literacy and numeracy skills
• Are comfortable using multiple systems and tools
• Are open to feedback and motivated by continuous learning and development
• Understand how great service can also drive commercial value

Why join VELUX? At VELUX, you’ll be part of a company where people genuinely care—about customers, about each other, and about doing things the right way. You can expect:

• A collaborative environment with strong team spirit and knowledge sharing
• A culture built on trust, respect, and customer focus
• Opportunities to grow your skills and develop your career
• A role where your contribution has a real and visible impact