Community Liaison & Customer Support Specialist (Hybrid)

BUUK Infrastructure; Cardiff; On-site; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Hybrid working

Pension contributions

33 days holiday

Refer a friend £1000

Development opportunities

Job summary

BUUK Infrastructure is seeking a Field Customer Advisor to support customers across Wales. You will visit new and existing properties, promote utilities services, collect readings, assist vulnerable customers with tariffs and debt options, and act as brand ambassador in community events.

Occasional court paperwork and on-site support may be required, with some weekend/evening work and quarterly Cardiff visits. Hybrid/remote options may apply.

Qualifications

• GCSE or equivalent (Maths and English Grade C or above).
• Experience of working face to face with the public.
• Customer service experience.
• Experience in supporting vulnerable people.
• Remote/Lone working experience.

Responsibilities

• Visiting newly built properties to make customers aware of who their water/fibre/heat providers are.
• Visiting existing customers to help them locate their utility equipment and promote self-serve to take readings.
• Visiting vulnerable customers to help them complete social tariff and watersure applications, 3rd party nominations forms and power of attorney handovers.
• Supporting financially vulnerable customers exploring available debt support options and signposting to relevant debt help and advice.
• Facilitate direct debit and payment plans take-up.
• Promote brand awareness through local knowledge, organising community events, and engaging with customers.
• Register and resolve customer complaints, assisting with query resolution.
• Taking ownership of weekly work schedule and reporting.
• Liaise with internal stakeholders and the management team.
• Collect ad-hoc meter readings during site visits.
• Occasionally serve court paperwork and attend hearings as needed.
• Build relationships with local housing associations to better meet the needs of vulnerable customers.

Skills

Attention to detail

Empathetic communication

Self-motivated

Teamwork

Education

GCSE in Maths & English

Tools

Microsoft Office

Job description

BUUK Infrastructure is seeking a Field Customer Advisor to support customers across Wales. You will visit new and existing properties, promote utilities services, collect readings, assist vulnerable customers with tariffs and debt options, and act as brand ambassador in community events.

Occasional court paperwork and on-site support may be required, with some weekend/evening work and quarterly Cardiff visits. Hybrid/remote options may apply.