Regional Customer Service Officer

Regional Customer Service Officer – Hybrid/ Remote Working – u00A325k – Perm Must have the ability to travel in to North London if needed. The Opportunity An excellent opportunity has arisen for a confident Customer Service professional to join this forward thinking, innovative business who are looking to tackle energy poverty and want to deliver a first-class service to the households and families that we support to deliver sustainable cost savings in the long term. Duties and Responsibilities

• Managing all customer enquiries and achievement of service levels in line with Service Level Agreements and Key Performance Indicators
• Main objectives and goals
• Manage incoming customer enquiries
• Plan and book appointments for the field team
• Handle exceptions to customer journey
• Support complaints and appeals
• Ensure that all incoming customer enquiries are resolved to service levels and focus on right first-time resolution of all issues
• Providing factual and relevant advice to the customer
• Providing information and, where appropriate, making referrals on behalf of customers to third parties for additional support
• You will ensure that your individual targets are met, and that excellent customer service is maintained
• Maintain an accurate and up to date basic knowledge of energy efficiency measures available through our schemes
• Act as a point of contact with Retrofit Assessors and Quality Assurance Inspectors
• Plan and book appointments, maximising efficiency of resources
• Liaise with customers on scheduling of appointments
• Provide reporting and analysis as required
• Proactively identify and help to resolve any customers suffering delays or experiencing issues in progressing through the customer journey
• Work with local third parties: form relationships with key contacts at a local and regional level that can help to tackle customer enquiries or assist in unblocking issues that may impact or delay the customer journey
• Liaise with the Sub-contractor team to ensure that there is a smooth customer journey when there are issues impacting installations going ahead
• If required provide face to face support for customers with communication challenges
• Proactively identify improvements to service delivery: proactively identify ideas and suggest improvements to the customer journey, positively and constructively raising areas for enhancement to the customer experience
• Support the successful resolution of customer complaints and appeals regarding our projects
• Manage all complaints and appeals within Service Level Agreement requirements
• Be a main point of contact for any complaints that have been assigned to you by the Customer Service Manager What you’ll need
• Experience in a customer service role
• Experience of dealing with vulnerable customers
• Experience of working within a call centre environment
• Experience of office administration
• Experience of planning and diary management
• Skills
• Excellent communication skills and ability to communicate with a broad range of people
• A problem solver who puts the customer first and seeks answers
• Target orientated approach
• Ability to communicate complex issues in a straightforward manner
• Experience of giving advice in a professional setting
• A team player
• Enthusiastic and interested in helping people What you’ll receive Competitive Salary
• Effective leadership
• A positive, honest, and enthusiastic working environment
• Being supported empowered to effectively achieve objectives and goals within your role
• To be treated fairly and with respect
• To be provided with appropriate training to ensure ability to effectively carry out your role
• Regular and appropriate feedback through one-to-one meetings and annual review and associated processes
• Having the opportunity to feedback to manager regularly and through the annual review process Interested? The please apply below Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.