Overview
Hemiko Rockcliffe, England, United Kingdom
Hemiko are recruiting for a Customer Services Specialist reporting to the Head of Customer Experience.
The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. You\'ll also work on improving customer service processes and ensure customers are informed about the district heating services that we offer.
We are looking for a customer service champion to join our growing team. Someone who is passionate about helping others and has a knack for solving problems. This role is suitable for someone with experience in customer service, ideally in a call centre or helpdesk environment. You\'ll use strong communication skills to answer questions, troubleshoot issues, and ensure customer satisfaction and the company\'s success.
Hemiko strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, gender expression, disability, age, trade union activity, marital status, religious belief, sexual orientation, or socioeconomic background. We are Armed Forces friendly and welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
The Role
Hemiko are seeking a Customer Services Specialist to work under the Head of Customer Experience to learn and develop while delivering value to the Customer Services team. The successful candidate will have a passion for customer advocacy and can thrive in a fast-paced environment. Experience in district heating networks is preferred but not essential. The compact nature of the business and rapid growth provide opportunity to develop your career in a friendly environment with a broadly experienced team of commercial professionals.
Candidate
We are looking for someone who is organized, self-motivated, and positive. The candidate will work as part of a functional commercial team and project teams, take ownership of tasks, and deliver to a high standard and on time. This role suits individuals who enjoy problem-solving, thinking creatively in navigating complex situations, and working independently when needed. Strong communication skills over the phone and with customers from diverse backgrounds are essential. Resilience, empathy, fairness, and the ability to articulate information clearly are valued. You will need to be comfortable communicating with the team, customers, and engineers, and be personable and a good communicator.
Our culture promotes environmental and technical responsibility, openness to new ideas, and a collaborative approach.
Key Responsibilities
* Working under the direct supervision of the Head of Customer Experience
* Proactively answering incoming enquiries and delivering excellent customer-focused outcomes
* Identify and alert management of events with potential high business impact or emergency
* Work with the Customer Service team to create, deliver and implement new systems and processes to continually improve service
* Assist in the generation of customer communications and documents
* Adhere to quality assurance to ensure best-in-class service
* Engage with first-line responses on complaints
* Provide information to customers on district heat networks and our service offer
* Investigate and reconcile accounts and meter readings in our billing platform and resolve outstanding issues
* Produce system-based reports on account status and issue communications to rectify
* Coordinate and represent servicing updates, forecasts and progress reports to the business
* Reconcile debt and advise customers on debt levels, escalating as necessary
* Schedule and monitor work orders for the engineering team and follow up with customers
Desirable Experience
* Experience in Customer Services with Call Centre / Helpdesk experience
* Strong Microsoft Office skills and generally tech-literate
* Comfortable handling complaints
* Effective communication via email and phone in English
* Ability to gather and present information and track deliverables
* Experience in logistics to allocate appointments with customers and engineers
* Strong desire to provide excellent customer service
* Integrity and trustworthiness towards the company
* Ability to find advice and solutions for customer queries and provide reliable information
* Teamwork, customer advocacy and administrative ability
* Strong organisation skills and attention to detail
* Strong interpersonal skills
* Ownership, urgency and work ethic
* Ability to learn and work in multiple systems simultaneously
* Genuine interest in the industry and eagerness to contribute to a developing department
Remuneration and Info
* Remuneration: Base £24,570 (depending on experience)
* Discretionary bonus based on individual and business performance
* An inclusive culture that promotes diversity
* Holidays 25 days a year plus statutory holidays, with option to purchase or sell up to 5 additional days
* Pension plan provision
* Private health care scheme
* Cycle to work scheme
* Electric Car lease scheme
* Health and well-being support
* Continuing learning and development opportunities
* Company PC/laptop
Application
To apply please complete the online form. For an informal chat about the role contact Adam Taylor, Head of Customer Experience (adam.taylor@hemiko.com).
#J-18808-Ljbffr