Overview
Join us, be part of more. We’re more than an energy company. We’re a family of brands revolutionising how we power the planet. We’re energisers. One team of 21,000 colleagues energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, while living our commitment to igniting positive change in our communities. That’s why working here is #MoreThanACareer. We do energy differently - we make it, store it, move it, sell it, and mend it.
About your team:
At PH Jones, our mission is to mend it. Our teams have been at the heart of communities for over 50 years, partnering with local authorities and associations to support social housing across the UK – installing, upgrading and repairing heating and electrical systems. We’re on a mission to make the UK’s social housing sector greener and more energy efficient.
PH Jones are looking for a Business Customer Service Lead Agent to join our team. This is a permanent role based at our client’s site in Birmingham (B15 1LZ), Monday to Friday.
Responsibilities
Working as part of the Operations Support Team, reporting to a Customer Service Manager, you will be responsible for the administrative work associated with the delivery of Service & Repair and Installation contracts for our Social Housing client. You will work closely with the Field Operations team to deliver exceptional customer service, measured against internal and contract specific Service Level Agreements and Key Performance Indicators.
* Respond to daily email traffic from internal and external customers and clients.
* Answer and log new customer calls on the appropriate works system, ensuring client priorities are met and recording accurate quality data.
* Book appointments and schedule work to engineers to maximise daily productivity.
* Ensure internal work systems are updated accurately and in a timely manner.
* Apply appropriate charges to work orders and highlight chargeable opportunities.
* Prepare weekly/monthly valuations.
* Maintain up-to-date knowledge of MI, Quality/Audit results and Operational Briefs to identify coaching opportunities and promote Best Practice within the team.
* Deliver coaching and provide feedback to Advisors to improve quality and competence.
* Provide expert advice on processes, products, systems and behaviours.
* Receive and act on regular feedback from the Business Customer Service Manager and colleagues regarding performance.
* Assist the Business Customer Service Manager in leading, motivating and inspiring the team.
* Deputise for the Business Customer Service Manager in their absence and support communications, safety briefs and engagement activities.
* Provide supervisory cover during Out of Hours for the department.
* Manage work queues to keep records up to date in Pilot and client systems.
* Own Billing and valuation activities for contracts to meet targets and manage unbilled debt.
* Identify areas for improvement and develop strategies to implement improvements in systems, processes and procedures that enhance efficiency and customer satisfaction.
* Ensure compliance with contractual, regulatory and guidelines to deliver an efficient and cost-effective service.
* Handle complaints or queries in line with processes and escalate where appropriate.
* Gain insights into trends of performance in customer excellence and provide ideas for continual improvement.
* Conduct quality assurance to ensure key operational processes are followed.
* Build relationships with outsource partners to share best practice and achieve service excellence.
* Follow people management policies to treat staff fairly and consistently.
* Ensure customer information systems are operated to standard to maintain accurate and secure records.
* Provide operational support for other areas in the department as required, including booking and dispatching jobs to engineers and telephony support to meet Service Delivery obligations.
* Provide technical assistance to Managers in resolving complaints and problematic jobs; implement actions to address root cause.
* Identify operational, contractual and regulatory risks and escalate appropriately.
* Operate information systems and client portals to maintain accurate and secure records.
* Understand and adhere to company and department standards, policies and procedures.
Qualifications and Requirements
* Admin experience within an office environment.
* Leadership experience.
* Strong teamwork skills and ability to respond professionally to customer and client enquiries.
* Excellent interpersonal, oral and written communication skills; self-motivated with a problem-solving approach.
* Ability to adapt to changing workloads and priorities; willingness to undertake varied responsibilities.
* Competent user of Microsoft Office (Outlook, Word, Excel) with ability to learn new systems.
* Ability to prioritize tasks, work under pressure and manage workload with diligence.
* Excellent written and verbal communication at all levels.
* Ability to gather data and handle large amounts of information.
* Ability to motivate and engage team members; good analytical, problem solving and negotiation skills.
* Ability to manage expectations, maintain strong customer focus and resolve complaints with escalation when needed.
* Effective communication with empathy and assertiveness; able to work individually or in a team.
* Passion for quality in customer service; exemplary coaching skills.
* Experience in data analysis and presentation (Excel, PowerPoint).
* Experience in social housing environment and working in multi-disciplined teams is desirable.
* Experience in audit, QA or process compliance functions.
* Personal drive to meet and exceed targets.
* Relationship-building, stakeholder management and change management skills.
* Gas and multi-trade technical knowledge is preferred but not essential.
You will also receive
* 25 days annual leave + bank holidays
* Company matched contribution Pension Scheme
* Group Income Protection, Life Assurance & Accident Insurance
* Company Funded Healthcare plan
* Access to MyHealth with 24/7 MyCare line
* Online GP24 virtual service
* Eye Test Voucher
* Annual pay review
* Legal Help
* Financial Education
* Centrica Benefits – offers & discounts with high street partners
* Profit Share Award
* Employee Energy Allowance
Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you. The following link contains more information: https://www.morethanacareer.energy/phjones
If you’re full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
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