Customer service Advisor
£12.48 P/H
37 hours per week
6 Months contract with possibility of extension.
Shift Patterns Between 08:00- 18:00 Monday - Friday
Hybrid - 1 day in the office each week, once 2 weeks training is completed in the office.
Office Location - 2 Burton St Nottingham NG1 4BX. Trinity House - parking at Trinity Square (2-minute walk) - Buses available (3-minute walk) based in the town centre
Overview of the role
Will be responsible for supporting the successful operational delivery of Great British instillation scheme, ECO 4 and other able to pay options to support our customers in improving the energy efficiency rating of their home.
Delivering First Class Energy Efficiency advice working towards an NVQ in EE advice
Owning and managing complaints on the back of front-line advisor interactions
Identifying trends and route cause issues as well as training gaps within the advisors first call interactions
Delivering excellent customer service, accurate data capture and reporting on your schemes, working closely with your Team Manager and Wider scheme leads.
Managing customer data using Excel and MS Dynamics to support the day to day tracking of residents throughout different stages in their journey.
Having direct customer communication and managing expectations, contacting customers to explain any changes to the project process or customer journey. Updating your customer regularly on the progress of their complaint
Being adaptable to take on ad-hoc requests from your team and Team Manager to support changing project needs.
Working with contractors and customers to ensure all compliant documentation is recorded in the application. Including capturing income and benefit information direct form the customer
Representing the team by building strong, effective, and productive relationships across wider business and external stakeholders, including Local Council Authorities.
Problem Solving, being proactive and taking initiative to find solutions and share best practice across the wider team.
Experience and Qualifications
Excellent organisation skills and the ability to prioritise.
Have experience in managing customer complaints via email and telephony end to end.
Good numeracy, literacy and IT skills (inc. Excel)
Great verbal and written communication skills
Have a strong desire to "do the right thing" be able to show empathy and patience for your customers through brilliant conversations.
Able to manage the demands of multiple stakeholders, internal and external, delivering to agreed deadlines
Great attention to detail when checking/inputting documentation and data
Adaptable to change and can take on new ideas and challenges
Able to operate in a professional manner when representing E.ON to stakeholders
Experience with Microsoft Teams and MS Dynamics desirable
PC skillsRullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants