Customer Care Officer

Sureserve; Dartford; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading compliance and energy services provider in Dartford seeks a Customer Service Administrator to manage client interactions on multiple contracts. The ideal candidate will have a background in administration and social housing, providing high-quality support and customer service. Responsibilities include handling complaints, coordinating with teams, and maintaining accurate records. A competitive benefits package is offered including a pension scheme and generous leave.

Benefits

Salary exchange pension

Employee assistance programme

28 days annual leave

Qualifications

• Previous administrative experience, preferably from a social housing/construction background.
• Ability to provide a high level of courteous, professional customer service.
• Proficient in MS Office, particularly Outlook and Excel.

Responsibilities

• Act as the primary point of contact for customer complaints and escalated queries related to boiler breakdowns.
• Investigate and resolve complaints, ensuring compliance with Gas Safety Regulations.
• Maintain accurate records of complaints, actions taken, and outcomes.

Skills

Customer service

Administrative skills

Written and verbal communication

MS Office proficiency

Organizational skills

Job description

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.

Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.

Role

The purpose of the role is to act as the focal point of contact for our client, providing a high level of customer service across multiple contracts and projects. You will have experience in customer service from a previous administration role, preferably working within social housing/construction.

• Act as the primary point of contact for customer complaints and escalated queries related to boiler breakdowns and servicing.
• Investigate and resolve complaints efficiently, ensuring compliance with Gas Safety Regulations and internal standards.
• Liaise with engineers, customer care teams, and compliance officers to gather information and coordinate resolutions.
• Maintain accurate records of complaints, actions taken, and outcomes in line with company policy and regulatory requirements.
• To take ownership of the administration of contracts whilst co-working on various other contracts to ensure high levels of cooperation and knowledge within the team.
• Answer inbound customer calls relating to repairs and servicing for all clients courteously and professionally.
• Answer customer queries and take ownership of any issues arising through to completion.
• Raise jobs and make appointments using the main customer database and complete any associated administrative tasks as necessary logging information accurately and concisely.
• All associated ad-hoc administrative duties.

The successful candidate will have

• Previous administrative experience, preferably from a social housing/construction background
• Able to provide a high level of courteous, professional customer service
• Proficient in MS Office, in particular, Outlook and Excel
• Good written and verbal communication skills
• Flexible attitude with strong organisational skills

What we can offer you

• Salary exchange pension
• Employee assistance programme
• 28 days annual leave including bank holidays, rising by one day with each full year of service (max five additional)
• Enhanced family leave (dependent on length of service)

Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [e-mail]

Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.