Customer Service Advisor

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

Customer Service Advisor

Would you like to be apart of Vital Energi’s Growth?

If so, we are actively recruiting for a Customer Service Advisor within our M&B team located at our Head office in Blackburn.

The Role

The role will involve working within the Meter and Billing department liaising with customers over the phone. Your role will be to deal with technical issues, responding to telephone enquiries, helping with receiving payments and general duties.

Working hours- 8am till 4:30pm Monday to Friday while training then moving to 9:30am till 6pm.

Key Duties

• Providing excellent customer service support to our Meter and Billing customers via telephone, social media and our in-house online ticketing system.
• Dealing with customer complaints with a right first-time approach.
• Escalating issues to the technical team or contracts team or the Meter and Billing Department.
• Providing 1st line technical support for customers who are experiencing technical difficulties with prepayment equipment (training will be provided)
• Following internal escalation procedures for reactive engineer call outs
• Providing support to customers that are without service (Electrical, heating, hot water) and work towards resolving issues on the call.
• Processing bill payments and providing customers with their preferred method of payments.
• Provide help and support to our vulnerable customers in line with company policy and procedures
• Liaising with both customer and clients to ensure correct procedure is adhered to
• Ensuring contract data is cleansed and maintained regularly in compliance with our policies

General Competencies

• Experience of using ticketing systems
• Must have good attention to detail
• Computer literate
• Have a flexible work approach to working practices to meet the needs of the role.
• Be a team player, work well on your own and within the team.
• Accurate and efficient data input.
• An understanding of GDPR – due to handling of sensitive personal data.
• Proactively help and support others to achieve a team goal.
• Maintain contact with customers, establish their requirements and respond to them
• Confident manner, with the ability to work to deadlines whilst remaining focused.

The Company

Vital Energi is a major provider of renewable energy infrastructure and systems to the public and private sectors. We are supporting Hospitals, Universities, New Build developments, Towns and Cities as well as Industrial and Commercial clients to decarbonise their buildings.

We have and continue to work on ground-breaking projects throughout the UK which are supporting the UK’s Net Zero targets, such as the recently announced £1 billion low-carbon infrastructure project for Westminster.

With plans to double our headcount over the coming years, supported by offices opening in new locations across the country and our strong investment pipeline, coupled with our expansion into new markets such as industrial power generation with our very own Energy-from-Waste facility, there is no better time to join the family here at Vital Energi.

The Package

• Salary negotiable DOE
• Contributory Company Pension Scheme
• Non-contributory death-in-service insurance
• Employee Assistance Programme
• 25 Days Holiday plus 8 days bank holidays.
• Additional holidays awarded in line with length of service
• Option to purchase/sell additional holidays
• Onsite gym/wellbeing centre at our Blackburn Head Office
• Discounted gym membership across the UK
• EV charging points where possible

Applications will be processed within 28 days of receipt. If you have not heard from us within this time period it will mean that your application has unfortunately been unsuccessful.

The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/ or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital & civil partnership status, physical disability, sexual orientation, gender reassignment, pregnancy & Maternity related or is disadvantaged by unjustifiable conditions or requirements.

Applicants must have the unrestricted and ongoing right to work in the UK for the duration of employment, without the need for sponsorship. Due to the nature of this role, we are unable to support visa sponsorship or employ individuals with time‑limited permission or conditions attached to their right to work in the UK

Notice to Agency and Search Firm Representatives

Vital Energi Utilities Ltd is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Vital Energi Utilities Ltd employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Vital Energi Utilities Ltd. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you