Next Energy Customer Service Officer
Established in 2016 in Merseyside, Next Energy is a PAS2030-certified and Trustmark-verified retrofit installer, delivering all permissible fabric and renewable heating measures to domestic properties.
With a highly skilled and experienced workforce, we have grown to become one of the most reputable, reliable specialists within the UK renewable, heating, and insulation sectors. We work with the Big Six energy companies, local authorities and housing associations to make homes warmer and more affordable.
The Role -
Are you solutions-focused with an organised approach, experienced in liaising with a wide-range of customers and passionate about delivering a great customer experience?
Join Next Energy as a Customer Service Officer and play a vital role in supporting our teams to deliver exceptional service to our customers who are undergoing energy improvement and retrofit works in their home .
As Customer Service Officer in our Knowsley office, you will be a dedicated point of contact for customer enquiries and first-line complaints. You will provide support and co-ordinate complaints, working across teams to ensure a proactive and seamless customer experience.
You will help promote positive customer engagement and support service improvement initiatives.
Your work will impact customer satisfaction and help to drive continuous improvements in our service, fostering a smooth and professional experience for all involved.
Main Responsibilities -
Act as the first point of contact for customer enquiries and complaints, ensuring they are addressed and managed effectively through to resolution.
Work in partnership with internal teams to ensure seamless service delivery and contribute to objectives.
Collaborate with social media team to champion internal and external good news stories.
Identify and share positive customer experiences to celebrate team achievements and enhance organisational reputation.
Manage customer correspondence to maintain clear, professional and timely communication.
Conduct follow-ups with customers upon completion of work to collect feedback and encourage reviews on public platforms such as Trustpilot and Google.
Maintain up-to-date records of customer feedback and complaints to evidence and enhance service quality.
Promote a culture of care and professionalism across the organisation.
Qualifications and Key Skills -
The successful candidate will have:
Proven experience, with a minimum of 2 years, in a customer service and / or complaints co-ordination role; ideally within a related sector.
Knowledge of retrofit measures such as wall insulation and solar panels is advantageous, but not a requirement.
Strong problem-solving and conflict resolution skills.
Exceptional communication and interpersonal skills with an ability to empathise with customers.
IT skills; competent in using Microsoft Office and CRM systems.
Excellent organisational skills with a strong attention to detail.
A positive attitude with a calm and patient approach.
Ability to work independently and manage multiple tasks efficiently.
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