Customer Service Specialist L3 Apprenticeship

Vital Energi; Lower Darwen; On-site; GBP 20,000 - 25,000; Full time

Job summary

A renewable energy company in Lower Darwen is seeking a customer service representative to provide support and maintain relationships with customers. Candidates should have GCSE in Maths and English, along with strong communication and problem-solving skills. This role offers opportunities for career progression and aligns with the company's mission to promote sustainability.

Responsibilities

• Providing customer service support via multiple communication channels.
• Ensuring GDPR compliance in all communications.
• Responding to customer complaints in line with the complaints procedure.
• Developing effective working relationships with customers.
• Providing a positive customer experience through effective communication.

Skills

Communication skills

Organisation skills

Customer care skills

Problem solving skills

Logical

Team working

Patience

Education

GCSE in Maths, English (grade 4 or above)

Job description

Do you want to be involved in our journey to helping the UK reach its Net Zero carbon emissions target? Passionate about sustainability or renewable energy sources? You can help, with a career Protecting Our Planet For Future Generations!,

Responsibilities

• Providing customer service support to our meter and billing customers via various communication channels which include the company online ticketing system Freshdesk, telephone, and social media outlets all within agreed SLA's
• Ensure VCRM is updated with all communications and is the single source of the truth
• Positively promote and maintain the new glass app and portal
• Escalate any issues of concern to team manager
• Ensure GDPR is always complied with
• Develop and maintain effective working relationships with all internal and external customers.
• Liaising with customers and clients to ensure correct procedures are adhered to.
• Ensuring contract data is cleansed and maintained regularly in compliance with our contractual obligations.
• Responding to customer complaints and ensuring they are responded to in line with the company complaints procedure through to successful resolution
• Carry out other adhoc duties consistent with the nature and responsibility of this role to support the team leaders
• Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer's expected outcome
• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Qualifications

• GCSE in Maths, English (grade 4 or above)
• Communication skills
• Organisation skills
• Customer care skills
• Problem solving skills
• Logical
• Team working
• Patience

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

For any individual with the right work ethic, excellent teamworking skills and ability to learn, there is always opportunity to progress within our business.