Customer Service Officer -
Blue Arrow are currently recruiting for a number of Customer Service Officers for our client based near the city centre of Edinburgh. The role will see the successful candidates managing customer enquiries in line with SLA's and KPI's. The office is open between the hours of 9am and 7pm Monday to Friday, and you will work 37 hours per week on various shifts patterns to cover this. With excellent customer service skills you will ensure the customer journey is managed efficiently, with issues resolved in a swift and satisfactory manner.
Main Duties:
* Managing customer enquiries: you will ensure that all incoming customer enquiries are resolved to agreed service levels, with real focus on right first-time resolution of all issues
* Ensuring that factual and relevant advice is presented to the customer
* Provide information and, where appropriate, make referrals on behalf of customers to relevant third parties for additional support
* Advocate advice for Warmer Homes Scotland and having a comprehensive understanding of the scheme
* You will ensure that your individual targets are met, and that excellent customer service is maintained
* Maintain an accurate and up to date basic knowledge of energy efficiency measures available on the programme
* Handle exceptions to customer journey: proactively identify and help to resolve any customers suffering delays or experiencing issues in progressing through the customer journey
* Work with local third parties: form relationships with key contacts at a local and regional level that can help to tackle customer enquiries or assist in unblocking issues that may impact or delay the customer journey
* Liaise with our clients Subcontractor team to ensure that there is a smooth customer journey when there are issues impacting installations going ahead
* If required provide face to face support for customers with communication challenges
* Proactively identify improvements to service delivery: proactively identify ideas and suggest improvements to the company's customer journey, positively and constructively raising areas for enhancement to the customer experience
* Support the successful resolution of customer complaints and appeals regarding Warmer Homes Scotland.
* Manage all complaints & appeals within Service Level Agreement requirements
* Be a main point of contact for any complaints that have been assigned to you by the Customer Manager or Senior Customer Service Officer.
Experience/Skills
* Previous experience in a customer service role
* Ideally you will have experience in dealing with vulnerable customers
* Experience of working in a call centre
* Previous office administration experience
* Excellent communication skills, both written and oral
* A target orientated approach
* A team player
* Ability to problem solve
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people