Customer Service Advisor

Vital Energi Utilities Limited; Newcastle upon Tyne; On-site; GBP 40,000 - 60,000; Full time

Job summary

An energy utilities company in Newcastle is seeking a Customer Service Advisor to join their team. The role involves communication with clients, reviewing service dates, and managing inquiries to ensure excellent customer service. Candidates should have experience in customer service and strong communication skills. This is a full-time position with flexible working hours and a negotiable salary.

Benefits

Contributory Company Pension Scheme

25 Days Holiday plus 8 bank holidays

Onsite gym/wellbeing centre

Discounted gym membership

Qualifications

• Proven customer service experience.
• Ability to handle multiple inquiries effectively.
• Strong communication and interpersonal skills.

Responsibilities

• Communicate with residents and clients via various means.
• Review and document last service dates for reporting.
• Respond to customer complaints in a timely manner.
• Manage multiple mailboxes ensuring SLA response times.

Skills

Customer service excellence

Communication skills

Problem-solving

Organizational skills

Tools

Job Logic Asset Management System

Job description

Overview

Vacancies have arisen for the position of a Customer Service Advisor within our Customer Service Delivery Team. Our team in Newcastle deal with customers, engineers and clients. As a result of successful company growth, we are looking for a Customer Service Advisor based at our office located in Newcastle City Centre.

Roles and Responsibilities

• Communicating with residents and clients via letter, text or other means.
• Reviewing and documenting the last service dates for each of the sites in preparation for monthly reports. Continuous monitoring of the plans to identify any issues and report findings to the Contract Managers.
• Reviewing the engineering capacity required and liaise with Contract Managers to identify any engineering resource gaps.
• Updating PPM and reactive stats per site and engaging with clients to increase uptake in both planned and reactive works.
• Reviewing CAFM documentation to ensure that all jobs that require a follow-up visit are booked in a timely manner.
• Manage multiple mailboxes relating to servicing and reactive works ensuring responses are within SLA.
• Answer calls within the agreed SLAs, always giving the highest level of customer service.
• Responding to customer complaints and ensuring they are responded to in line with the company complaints procedure through to successful resolution.
• Assist with the development and testing of processes and training documentation.
• Develop and maintain effective working relationships with internal and external customers.
• Utilise and assist in the development of the Job Logic Asset Management system.
• Take full ownership of issues to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services.
• Any other Ad Hoc duties as required.
• Absence covers for customer service and planning teams.

Working hours

37.5 hours per week

• Apr-Sep 8am till 4:30 or 9:30am till 6pm
• Oct-March 8am till 4:30 or 10am till 6:30pm or 11:30am to 8pm

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

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 status, physical disability or is disadvantaged by unjustifiable conditions or requirements.

Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply.

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