Customer Support Representative

Switch2 Energy Limited; Baildon; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading provider of energy solutions in the UK seeks a Customer Support Representative to handle customer queries and ensure satisfaction throughout the customer journey. You will manage communications via phone, email, and social media. The ideal candidate has at least 2 years of customer service experience and strong problem-solving skills. A collaborative approach is essential, along with proficiency in Microsoft Office.

Qualifications

• Minimum 2 years' experience in customer service.
• Ability to work on own initiative.
• Real team player – collaborative approach.

Responsibilities

• Handle and respond to all customer contact in a timely manner.
• Log complaints and ensure they are dealt with according to policy.
• Identify customer needs and promote digital self-serve channels.

Skills

Excellent communication skills

Problem-solving skills

Target driven

Customer focused

Proficient in Microsoft Office

Proficient in navigating social media platforms

Education

GCSE 'O' level standard or NVQ level 2 or 3 in customer service or administration

Job description

Role Overview

Our Customer Support Representatives are an integral part of the Operations Team and can handle any query, from beginning to end. Assisting customers with their accounts, answering questions about Switch2, scheduling appointments with customers and giving technical advice.

Role Responsibilities

• Handle and respond to all customer and client contact in a timely manner via phone, e-mail, webchat and social media, in a professional and efficient way continually promoting first time resolution.
• Escalate and log complaints and ensure they are dealt with in accordance with current policy and timescales.
• Ensure any queries or tasks are seen through from start to finish by taking ownership and ensure stakeholders and internal teams are kept informed.
• Identify customer needs and help customers access specific digital self‑serve channels and promote new features and functionality to help improve the overall customer experience.
• Manage workstreams effectively to meet and exceed KPIs to ensure tasks are completed accurately and on time.
• Be an ambassador of our team ethos working as one team collaboratively across the business to provide seamless resolutions to customer enquiries.
• Complete additional Operational Support activities when required in a flexible environment where priorities and work can change frequently.
• Provide feedback on our current services and systems and highlight risks to our customers experience.

Qualifications

• Excellent communication skills. The ability to liaise with both Customers, clients and Engineers via the telephone and email in a highly organised and professional manner.
• Ability to work on own initiative.
• Target driven.
• Customer focussed.
• Problem‑solving skills.
• Proficient in navigating social media platforms.
• Real team player – we adopt a collaborative approach.
• Proficient in Microsoft Office knowledge, training and relevant experience to do the job.
• Minimum 2 years’ experience in customer service.
• Educated to GCSE 'O' level standard or NVQ level 2 or 3 in customer service or administration.

About the Company

Switch2 Energy is the UK’s most experienced and capable provider of end‑to‑end solutions for heat networks. Heat networks are a key part of the government’s net zero carbon targets as they distribute heat or cooling from a central source to multiple customers. Heat networks can use renewable energy sources and although currently they supply heat to only 2% of homes and businesses, by 2050 this is planned to be 20%. We provide smart and sustainable heat network solutions to local authorities, housing associations, managing agents and private developers for residential developments. We work to optimise energy efficiency, manage the delivery of renewable energy, retrofit underperforming schemes to ensure future decarbonisation, all while striving to minimise costs for residents who live there. We are passionate about helping our customers and communities live sustainable lives, now and in the future. We are trusted experts in the design, build and operation of heat and energy networks. We research, develop, build and implement technology‑based solutions. Find out more about us and our valuable work on our website https://switch2.co.uk and our You Tube page.

Main Purpose of the Role

Our goal is to deliver a first‑class service to our customers throughout the customer journey. The Operations Team’s responsibility is to deal effectively and efficiently with all customers and be able to manage expectations appropriately with the objective of achieving customer satisfaction.