Customer Service Advisor / Full Training Provided

AWD online; Dundee; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

Flexible working arrangements

Pension plan

Birthday day off

Volunteer time

Job summary

AWD online is seeking a Customer Service Advisor to provide free, impartial guidance on energy efficiency and fuel poverty. You will support customers by phone, digital channels, and at events, tailoring advice to individual needs within a busy team.

Comprehensive training will be provided, including energy awareness and related qualifications. The role is hybrid, based in Dundee with some travel within the service area.

Qualifications

• Background in customer service with strong communication and interpersonal skills
• Hybrid or remote work capability in a flexible position
• Good IT skills including Word, Excel, PowerPoint and CRM software
• Accurate data entry skills
• Full UK driving licence and ability to travel across the service area
• Willing to complete energy awareness and related training

Responsibilities

• Provide impartial advice to householders by telephone, digital channels and events
• Deliver end-to-end customer support with professional, empathetic service
• Record accurate client information in CRM and manage referrals
• Advise on energy efficiency, carbon reduction and fuel poverty support
• Coordinate with partner organisations for additional assistance
• Maintain records and contribute to service improvement

Skills

Customer service

Communication

Interpersonal skills

IT skills

Data entry

Driving licence

Tools

CRM software

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Customer Service Advisor

We have a rewarding new job opportunity for a customer-focused individual with excellent communication skills to provide free, impartial and tailored advice to householders on energy efficiency, carbon reduction and fuel poverty support.

If you’ve also worked in the following roles, we’d also like to hear from you: Customer Service Assistant, Customer Service Representative, Customer Support Advisor, Customer Care Advisor, Call Centre Agent, Contact Centre Advisor, Client Services Advisor, Customer Service Administrator, Helpdesk Advisor, Energy Advisor

Full Training Provided

Comprehensive training will be provided, including a City & Guilds Energy Awareness course and an SQA-accredited qualification over 6-9 weeks. Training takes place Monday to Friday, 9:00am to 5:00pm. Additional training will be offered based on role requirements.

SALARY: £24,469 per annum + Benefits

LOCATION: This hybrid position allows for flexible working from home or from the offices in Dundee, with occasional office attendance. Applicants must reside in, or very near to, one of the three following service areas (Angus, Dundee City, and Perth and Kinross)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 hours per week, worked over 5 days out of 7. Core hours are 9am - 5pm

PLEASE NOTE: There are NO relocation expenses and the organisation is NOT offering sponsorship with this position.

JOB OVERVIEW

This is a rewarding opportunity for a Customer Service Advisor to help householders access clear, impartial guidance on energy efficiency, carbon reduction and fuel poverty support.

Working as part of a busy advice team, the Customer Service Advisor will support customers by telephone, digital channels, CRM systems and at community or planned events.

As a Customer Service Advisor, you will deliver a professional service, tailor advice to individual needs, record accurate information and make referrals to partner organisations where appropriate.

ABOUT THE COMPANY

As a charity and social enterprise. The organisation offers free and impartial advice and supports householders across the local authorities’ areas in the North-East region, including Moray, Aberdeenshire, Aberdeen City, Angus, Dundee City, and Perth and Kinross, and work in partnership with local and national government and other third sector organisations.

DUTIES

• Customer Advice: Provide impartial advice to householders by telephone, digital communication systems, community events and planned events
• Customer Journey Support: Deliver end-to-end support, ensuring customers receive a positive, professional and supportive service
• Needs Assessment: Use effective communication skills to identify customer needs and tailor advice to individual circumstances
• Energy Guidance: Advise customers on energy efficiency, resource efficiency, carbon reduction, affordable warmth, renewable energy, water heating and lower carbon personal transport
• Referral Support: Use internal and external referral systems to help customers access additional support from partner organisations where appropriate
• Service Standards: Work to agreed service standards, quality guidelines, targets and contractual requirements
• CRM Administration: Use a bespoke CRM system to record client information accurately and access information to support customers appropriately
• Records and Reporting: Maintain records of activity, achievements and customer interactions within agreed timescales
• Knowledge Development: Maintain up-to-date knowledge of relevant advice areas, processes, policies and programme requirements
• Team Working: Work positively with colleagues to share knowledge, best practice and ideas that support continuous service improvement

CANDIDATE REQUIREMENTS

• A background in customer service with strong communication and interpersonal skills
• Confidence working independently in a hybrid or remote environment
• Good IT skills, including Microsoft Word, Excel, PowerPoint and CRM software
• Accurate data entry skills
• A full UK driving licence and ability to travel across the service area
• Willing and able to complete role-related training and qualifications, including energy awareness, induction and domestic renewable energy training
• Commitment to equality, diversity, inclusion, environmental awareness, health, safety and wellbeing

BENEFITS

• Competitive salary
• Flexible working arrangements
• 35 days off annually (30 days paid leave + 5 public holidays)
• A paid day off for your birthday
• Salary sacrifice and net pay deduction schemes
• Paid time for volunteering
• Pension plan
• Regular staff events
• Free access to an Employee Assistance Programme
• Generous sick pay scheme
• Credit union membership