Service Delivery Agent
Vibrant Energy Matters (VEM) are seeking a Service Delivery Agent to join their team in Caerphilly. Salary £26,436.80
VEM is a market-leading provider of Energy Performance Certificates (EPCs) to the UK residential housing market and is part of Connells Group Plc, ultimately owned by Skipton Building Society.
Our mission is simple: to make every home in Britain energy efficient.
The Role
As a Service Delivery Agent, you’ll be the first point of contact for customers, clients, assessors, and internal teams. You’ll play a key role in delivering a seamless, high-quality service by managing bookings, resolving queries, and supporting customers throughout their journey.
Key Responsibilities
1. Book, amend, and manage customer appointments efficiently and accurately
2. Handle enquiries across phone, email, webchat, and digital channels
3. Resolve queries at first point of contact wherever possible
4. Take ownership of issues through to completion
5. Keep customers informed and manage expectations clearly
6. Escalate issues appropriately with full context
7. Maintain accurate records of all interactions
8. Support a positive, customer-first team culture
What We’re Looking For
9. At least 2 years’ experience in a customer-facing or service role
10. Strong communication skills (written and verbal)
11. Ability to work in a fast-paced environment
12. A proactive, solution-focused mindset
13. High attention to detail
14. Calm, professional, and empathetic approach
15. Strong team player with ownership mentality
Benefits
16. 30 days holiday including Bank Holidays
17. Company Pension
18. Free Parking
Additional Information
This is a fully office-based role, and attendance is required on all working days.
NC00048