Customer Service Advisor

Rullion; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment company is seeking a Customer Service Advisor in Nottingham. You will be responsible for supporting energy efficiency projects, managing customer complaints, and delivering excellent customer service. The ideal candidate will have strong communication skills and experience in customer service, with a focus on problem-solving. This hybrid role offers a competitive wage and a 6-month contract with the potential for extension.

Qualifications

• Experience in managing customer complaints via email and telephony.
• Strong numerical, literacy, and IT skills.
• Ability to manage multiple stakeholders and deliver to deadlines.

Responsibilities

• Support operational delivery of energy efficiency projects.
• Deliver customer service and manage complaints.
• Track customer data and maintain communication.

Skills

Excellent organisation skills

Managing customer complaints

Good numeracy and literacy skills

Verbal and written communication

Attention to detail

Adaptability

Tools

Excel

MS Dynamics

Microsoft Teams

Job description

Customer service Advisor

£12.48 P/H

37 hours per week

6 Months contract with possibility of extension.

Shift Patterns Between 08:00- 18:00 Monday - Friday

Hybrid - 1 day in the office each week, once 2 weeks training is completed in the office.

Office Location - 2 Burton St Nottingham NG1 4BX. Trinity House - parking at Trinity Square (2-minute walk) - Buses available (3-minute walk) based in the town centre

Overview

• Will be responsible for supporting the successful operational delivery of Great British instillation scheme, ECO 4 and other able to pay options to support our customers in improving the energy efficiency rating of their home.
• Delivering First Class Energy Efficiency advice working towards an NVQ in EE advice
• Owning and managing complaints on the back of front-line advisor interactions
• Identifying trends and route cause issues as well as training gaps within the advisors first call interactions
• Delivering excellent customer service, accurate data capture and reporting on your schemes, working closely with your Team Manager and Wider scheme leads.
• Managing customer data using Excel and MS Dynamics to support the day to day tracking of residents throughout different stages in their journey.
• Having direct customer communication and managing expectations, contacting customers to explain any changes to the project process or customer journey. Updating your customer regularly on the progress of their complaint
• Being adaptable to take on ad-hoc requests from your team and Team Manager to support changing project needs.
• Working with contractors and customers to ensure all compliant documentation is recorded in the application. Including capturing income and benefit information direct form the customer
• Representing the team by building strong, effective, and productive relationships across wider business and external stakeholders, including Local Council Authorities.
• Problem Solving, being proactive and taking initiative to find solutions and share best practice across the wider team.

Experience and Qualifications

• Excellent organisation skills and the ability to prioritise.
• Have experience in managing customer complaints via email and telephony end to end.
• Good numeracy, literacy and IT skills (inc. Excel)
• Great verbal and written communication skills
• Have a strong desire to "do the right thing" be able to show empathy and patience for your customers through brilliant conversations.
• Able to manage the demands of multiple stakeholders, internal and external, delivering to agreed deadlines
• Great attention to detail when checking/inputting documentation and data
• Adaptable to change and can take on new ideas and challenges
• Able to operate in a professional manner when representing E.ON to stakeholders
• Experience with Microsoft Teams and MS Dynamics desirable
• PC skills

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.