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At The AF Group we pride ourselves on delivering exceptional, industry-leading customer service to our members.
As a Service Advisor, you will be the first point of contact for members, providing quality support, efficient order processing, and proactive solutions to ensure an outstanding member experience.
You will be customer-focused, highly organised, and able to manage multiple tasks efficiently.
Duties and Responsibilities
* Provide exceptional service to members via phone, email, and online platforms.
* Handle inbound and outbound calls while maintaining a professional and friendly approach.
* Resolve queries efficiently, ensuring a first-time resolution wherever possible.
* Actively listen to members to understand their needs and provide tailored solutions where appropriate.
* Proactively follow up with members to ensure their experience meets/exceeds expectations.
* Take and place orders across a range of products and services.
* Process and validate meter reads via the Energy Portal.
* Confirm orders and manage order chasing, updates, and delivery tracking.
* Assist with hire requests, product quotes, and supplier purchase orders.
Member Support & Experience
* Maintain and update member records, including processing changes to contact details.
* Make proactive calls to promote available services, ensuring members maximise their benefits.
* Handle member resignations with care and professionalism.
* Identify upselling and cross-selling opportunities to enhance the member experience.
* Attend and assist with AF Member events where required.
* Manage event bookings and correspondence updates.
Digital & Systems Support
* Set up My AF and AF Online user accounts and permissions.
* Resolve user login issues and escalate unresolved IT queries to the tech team.
* Manage email inboxes and respond to general member enquiries.
* Collect user feedback and work with the tech team to drive service improvements.
* Assist the Finance team and/or manage (where appropriate) invoice queries, and statement pack requests.
* Take card payments over the phone for members and domestic fuel customers.
* Assist with switching members to e-billing and updating email addresses for billing.
* Confirm credit limits, cardholders, and addresses in NetSuite.
Person Specification
Skills
* Strong verbal and written communication skills
* Ability to engage with members professionally and effectively.
* Able to multi-task while maintaining attention to detail
* Excellent at problem solving
* Experience using a wide range of IT platforms, including Microsoft Office
Experience
* Proven experience in a fast-paced customer service role
* Previous experience in a relevant industry, such as fuel, agriculture, waste or energy - desirable
Qualifications
English and Maths at GCSE or equivalent (Grade C or above or equivalent) - desirable
Personal Attributes
* Customer focussed mindset with a passion for delivering exception service
* Proactive and solution-focussed to drive positive outcomes
* Team player with a collaborative attitude
* Empathetic and an active listener
* Resilient and able to adapt to changing priorities
* Able to work to own initiative, continuously looking for ways to improve processes
Salary: Up to £28,000 per annum
Hours: 37.5 hours per week
Additional Benefits:
* 26 days holiday per annum, plus bank holidays. This rises with each years service by an additional day, up to 7 extra days
* Have your birthday off as an extra days holiday, if it falls on your working day
* Free lunch daily from our onsite Café
* AF Membership (giving discounts at hundreds of retailers and suppliers)
* Life assurance
* Health Insurance
* Discounted gym membership
* Cycle to work scheme
* Free onsite parking
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Farming
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