Service Delivery Agent

Connells-Group-2; Blackwood; Presencial; GBP 24.000 - 29.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

30 days' holiday

Company pension

Free on-site parking

Descripción de la vacante

Vibrant Energy Matters (VEM) in Blackwood is seeking a Service Delivery Agent to be a key contact for customers, clients, assessors and internal teams, ensuring appointments run smoothly from enquiry to completion.

Working in a busy scheduling team, you will manage bookings, respond to queries and resolve issues, providing a reliable and efficient service from the initial enquiry through to completion. This is a fully office-based position at our Blackwood office.

Formación

• At least two years' experience in a customer service or customer-facing role.
• Strong communication skills, both written and verbal.
• The ability to manage competing priorities in a busy environment.
• A practical, solution-focused approach to resolving queries.
• Good attention to detail and the ability to maintain accurate records.
• A calm and professional manner, particularly when dealing with challenging situations.
• A reliable team player who takes responsibility for their work and follows tasks through to completion.

Responsabilidades

• Book, amend and manage customer appointments accurately and efficiently.
• Handle enquiries by telephone, email, webchat and other digital channels.
• Resolve customer queries at the first point of contact wherever possible.
• Take ownership of issues and follow them through to resolution.
• Keep customers informed and manage expectations throughout the process.
• Escalate more complex issues to the appropriate team when required.
• Maintain accurate records of bookings, enquiries and customer interactions.
• Work closely with colleagues to support the smooth running of the scheduling team.

Conocimientos

Two years experience

Strong communication

Prioritisation

Solution-focused

Attention to detail

Composure

Team player

Descripción del empleo

Vibrant Energy Matters (VEM) | Blackwood | £26,436.80 per annum

Vibrant Energy Matters (VEM) is a leading provider of Energy Performance Certificates (EPCs) to the UK residential housing market. We are part of Connells Group Plc, ultimately owned by Skipton Building Society.

Our mission is simple: to make every home in Britain more energy efficient.

The Role

We are looking for a Service Delivery Agent to join our team in Blackwood. You will be a key point of contact for our customers, clients, assessors and internal teams, helping to ensure appointments run smoothly and enquiries are dealt with promptly and professionally.

Working in a busy scheduling team, you will manage bookings, respond to queries and resolve issues, providing a reliable and efficient service from the initial enquiry through to completion.

Key Responsibilities

• Book, amend and manage customer appointments accurately and efficiently.
• Handle enquiries by telephone, email, webchat and other digital channels.
• Resolve customer queries at the first point of contact wherever possible.
• Take ownership of issues and follow them through to resolution.
• Keep customers informed and manage expectations throughout the process.
• Escalate more complex issues to the appropriate team when required.
• Maintain accurate records of bookings, enquiries and customer interactions.
• Work closely with colleagues to support the smooth running of the scheduling team.

What We’re Looking For

• At least two years' experience in a customer service or customer-facing role.
• Strong communication skills, both written and verbal.
• The ability to manage competing priorities in a busy environment.
• A practical, solution-focused approach to resolving queries.
• Good attention to detail and the ability to maintain accurate records.
• A calm and professional manner, particularly when dealing with challenging situations.
• A reliable team player who takes responsibility for their work and follows tasks through to completion.

• 30 days' holiday, including Bank Holidays.
• Company pension.
• Free on-site parking.

Additional Information

This is a fully office-based position at our Blackwood office. You will be required to attend the office on all working days.