Hybrid Energy Advice & Customer Support Advisor

AWD online; Aberdeen City; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Flexible working arrangements

35 days off annually

Birthday day off

Pension plan

Employee assistance programme

Job summary

AWD online is seeking a Customer Service Advisor to provide impartial guidance on energy efficiency and fuel poverty. You’ll work as part of a busy advice team, supporting customers by phone and digital channels and recording details in the CRM.

The role includes tailored advice, referrals to partners and a strong emphasis on quality service. Comprehensive training will be provided, with a City & Guilds Energy Awareness course and an SQA-accredited qualification over 6–9 weeks.

Qualifications

• Background in customer service with strong communication and interpersonal skills.
• Confident working independently in a hybrid or remote environment.
• Good IT skills including CRM software and MS Office applications.
• Accurate data entry and willingness to undertake training in energy awareness.

Responsibilities

• Provide impartial guidance to householders by telephone and digital channels.
• Support customers using CRM systems and at community events.
• Tailor advice to individual needs and record accurate information.
• Make referrals to partner organisations where appropriate.
• Deliver a professional, helpful and responsive service.
• Adhere to service standards, guidelines and contractual requirements.
• Record activity and outcomes in the CRM system with care.
• Keep knowledge up to date on energy efficiency topics.
• Collaborate with colleagues to share best practices and improve service.

Skills

Customer service

Communication

Interpersonal skills

Tools

CRM software

Microsoft Word

Microsoft Excel

PowerPoint

Job description

AWD online is seeking a Customer Service Advisor to provide impartial guidance on energy efficiency and fuel poverty. You’ll work as part of a busy advice team, supporting customers by phone and digital channels and recording details in the CRM.

The role includes tailored advice, referrals to partners and a strong emphasis on quality service. Comprehensive training will be provided, with a City & Guilds Energy Awareness course and an SQA-accredited qualification over 6–9 weeks.