Customer Experience Champion

Hemiko; Rockcliffe; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Discretionary bonus based on personal/

Pension plan

Private health care scheme

Cycle to work scheme

Electric Car lease scheme

Health and well-being support

Continuing learning and development

Company PC/laptop

Job summary

Hemiko in the United Kingdom is seeking a Customer Services Specialist reporting to the Head of Customer Experience. You will provide excellent service by answering enquiries, resolving billing issues and handling complaints, while helping to improve customer service processes for the district heating services offered.

We are looking for a proactive problem-solver with strong communication skills, ideally with call centre or helpdesk experience.

Qualifications

• Experience in customer service, call centre or helpdesk environments.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly and empathetically.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.

Responsibilities

• Deliver excellent customer service across phone, email and digital channels, resolving enquiries efficiently and professionally.
• Manage customer accounts, investigate billing, metering and payment queries to identify and resolve issues.
• Respond to and support the resolution of customer complaints in line with company processes.
• Coordinate engineer appointments, monitor work orders and keep customers informed of progress.
• Produce customer communications, reports and account updates to support business operations.
• Identify and escalate incidents, risks or service issues that may have a significant customer or business impact.
• Work collaboratively across teams to deliver a seamless customer journey.
• Support continuous improvement of systems, processes and customer communications.
• Maintain accurate customer records and ensure activities comply with quality, compliance and data protection requirements.

Skills

Customer service

Communication

Problem solving

Organisational skills

Attention to detail

Microsoft Office

Tools

Microsoft Office

Job description

Hemiko in the United Kingdom is seeking a Customer Services Specialist reporting to the Head of Customer Experience. You will provide excellent service by answering enquiries, resolving billing issues and handling complaints, while helping to improve customer service processes for the district heating services offered.

We are looking for a proactive problem-solver with strong communication skills, ideally with call centre or helpdesk experience.