Billing & Customer Support Advisor (1st Line Tech Support)

Kallidus Recruit; Blackburn; Hybrid; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Pension scheme

Death-in-service insurance

Employee Assistance Programme

25 days holiday plus bank holidays

Additional holidays by service

Holiday purchase / sale

Onsite gym and wellbeing centre

Discounted gym membership

EV charging points

Job summary

Vital Energi is recruiting a Customer Service Advisor for our Meter & Billing team at the Blackburn Head Office. The role handles customer calls, payments and technical queries with training provided for prepayment equipment.

Core duties include resolving issues, escalating to the appropriate teams and maintaining accurate contract data. Working hours are 8:00–16:30 Mon–Fri during training, then 09:30–18:00.

Qualifications

• Experience of using ticketing systems.
• Must have good attention to detail.
• Computer literate and able to navigate systems.
• Flexible approach to working practices.
• Be a team player and work well individually and in a team.
• Accurate and efficient data input.
• Understanding of GDPR and handling of sensitive data.
• Proactively help and support others to achieve a team goal.
• Maintain contact with customers and respond to their requirements.
• Confident and able to meet deadlines while staying focused.

Responsibilities

• Provide excellent customer service support to Meter and Billing customers via telephone, social media, and our in-house online ticketing system.
• Handle customer complaints with a right-first-time approach.
• Escalate issues to technical or contracts teams as needed.
• Provide 1st line technical support for customers with prepayment equipment (training provided).
• Follow internal escalation procedures for reactive engineer callouts.
• Support customers without service and work towards resolution on the call.
• Process bill payments and offer preferred payment methods.
• Support vulnerable customers in line with company policy and procedures.
• Liaise with customers and clients to ensure correct procedures are followed.
• Ensure contract data is cleansed and maintained per policies.

Skills

Ticketing systems

Attention to detail

Computer literacy

Team player

Data input

GDPR awareness

Communication

Job description

Vital Energi is recruiting a Customer Service Advisor for our Meter & Billing team at the Blackburn Head Office. The role handles customer calls, payments and technical queries with training provided for prepayment equipment.

Core duties include resolving issues, escalating to the appropriate teams and maintaining accurate contract data. Working hours are 8:00–16:30 Mon–Fri during training, then 09:30–18:00.