Vacancies have arisen for the position of a Customer Service Advisor within our Customer Service Delivery Team.
Our team In Newcastle deal with customers/ engineer and clients. As a result of a successful company growth, we are looking for a Customer Service Advisor based at our office located in Newcastle City Centre.
Who are Vital Energi?
Here at Vital Energi we are a leading provider of renewable energy infrastructure and systems to the public and private sector. We are supporting Hospitals, Universities, New Build developments, Towns and Cities as well as Industrial and Commercial clients to decarbonise their buildings. We have, and continue to, work on ground-breaking projects throughout the UK that are really making a difference to achieve our Net Zero targets, and we were recently recognised for this by our Industry Association, awarding us the Contribution to Net Zero award.
Roles and Responsibilities
* Communicating with residents and clients via letter, text or other means.
* Reviewing and documenting the last service dates for each of the sites in preparation for monthly reports. Continuous monitoring of the plans to identify any issues and report findings to the Contract Managers.
* Reviewing the engineering capacity required and liaise with Contract Managers to identify any engineering resource gaps.
* Updating PPM and reactive stats per site and engaging with clients to increase uptake in both planned and reactive works.
* Reviewing CAFM documentation to ensure that all jobs that require a follow-up visit are booked in a timely manner
* Manage multiple mailboxes relating to servicing and reactive works ensuring responses are within SLA.
* Answer calls within the agreed SLAs always giving the highest level of customer service.
* Responding to customer complaints and ensuring are responded to in line with the company complaints procedure through to successful resolution
* Assist with the development and testing of processes and training documentation.
* Develop and maintain effective working relationships with internal and external customers
* Utilise and assist in the development of the Job Logic Asset Management system
* Take full ownership of issues to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services
* Any other Ad Hoc duties as required.
* Absence covers for customer service and planning teams.
Working hours- 37.5 hours per week
* Apr-Sep 8am till 4:30 or 9:30am till 6pm
* Oct-March 8am till 4:30 or 10am till 6:30pm or 11:30am to 8pm
The Package:
* Salary negotiable DOE
* Contributory Company Pension Scheme
* Non-contributory death-in-service insurance
* Employee Assistance Programme
* 25 Days Holiday plus 8 days bank holidays.
* Additional holidays awarded in line with length of service
* Option to purchase/sell additional holidays
* Onsite gym/wellbeing centre at our Blackburn Head Office
* Discounted gym membership across the UK
* EV charging points where possible
The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/ or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital status, physical disability or is disadvantaged by unjustifiable conditions or requirements.
Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply.
Notice to Agency and Search Firm Representatives:
Vital Energi Utilities Ltd is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Vital Energi Utilities Ltd employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Vital Energi Utilities Ltd. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.
Thank you