Call Centre Agent

Sureserve; Lindwell; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Discretionary bonus

Job summary

Sureserve Energy Services Meters is seeking a Call Centre Agent to schedule Smart Meter installations or exchanges, handling outbound and inbound calls while maintaining accurate customer data. The role drives KPI performance and ensures service quality in line with SMICOP requirements.

Core hours are Monday to Friday, 9:00 AM to 5:00 PM. The role offers a base salary of £25,308 per year plus a discretionary monthly bonus up to £150, supporting a growing renewable energy team.

Qualifications

• Experience scheduling appointments for service or installations.
• Proven ability to handle outbound calls to achieve KPIs.
• Accurate data entry and customer information management.
• Commitment to compliance and quality standards (SMICOP).

Responsibilities

• Schedule appointments for Smart Meter installations or exchanges with customers.
• Conduct inbound and outbound calls to meet business KPIs and SLAs.
• Enter customer details accurately into the database.
• Address customer enquiries and log/resolve issues with appropriate escalation.
• Ensure adherence to SMICOP and company policies.
• Respond to customer emails professionally and promptly.
• Participate in ongoing training and performance reviews.
• Carry out other reasonable tasks as required by the company.

Skills

Appointment scheduling

Outbound calls

Inbound calls

Customer data entry

Customer service

Compliance

Communication skills

Time management

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

About Sureserve Energy Services Meters:

Sureserve Energy Services Meters (formerly Providor), a proud subsidiary of Sureserve Group Limited, is a leading provider of domestic smart meter installations across the UK, working with three of the \"Big Six\" energy suppliers. We are dedicated to advancing energy efficiency and sustainability through innovative metering solutions. Our mission is to empower consumers and businesses with accurate, real-time data, enabling informed energy decisions.

Purpose of the Role:

As aCall Centre Agent you will be responsible for scheduling appointments on behalf of our clients to install/exchange Smart Meters whilst maximising Engineer capacity by outbound calling activity.

Specific Roles and Responsibilities:

• Appointment Scheduling: Liaise with customers to plan and agree on suitable dates and timesfor Smart Meter installations or exchanges,
• Inbound & Outbound Calls: Deliver outbound calls to meet business KPIs. Handle inboundcalls efficiently to meet business SLAs and call quality,
• Customer Data Management: Enter customer details accurately and promptly into thedatabase,
• Query & Issue Resolution: Address customer enquiries and provide accurate information. Logand process customer complaints or issues, ensuring they are escalated to the appropriatepersonnel and resolved within company timescales,
• Compliance: Ensure adherence to Smart Metering compliance in line with company policiesand SMICOP (Smart Meter Installation Code of Practice) requirements,
• Communication: Respond to customer emails in a timely and professional manner.
• Training & Development: Participate in ongoing training, performance reviews, and monthlyone-to-one meetings. Maintain competency levels required to perform the role effectively,
• Other Duties: Carry out any other reasonable tasks as required by the company.

Working Hours:

Core shift will be Monday to Friday 9:00AM - 5:00PM

Salary

£25,308 per annum

Plus, a discretionary bonus of up to £150per month on successful achievement of monthly KPI’s.

The Individual:

• Previous experience of inputting/updating databases,
• Highly articulate with a clear telephone manner,
• Good IT skills with knowledge of Microsoft Word, Excel and Outlook,
• Good work ethic, highly self-motivated, and positive,
• Ability to organise and manage own workload,
• Previous experience working in renewable energy is desirable,
• Personable with excellent communication skills,
• Ability to work to deadlines, delivery of targets for self and others,
• Strong team player.