Job Advert: Aftercare Officer
Job Title: Customer care administrator
Salary: £28,000
Role Purpose
The customer care administrator is responsible for supporting customers in the effective use of newly installed energy efficiency measures. The role focuses on customer follow up, process improvement, stakeholder engagement, and providing expert advice to ensure customers feel confident and supported after installation.
Key Responsibilities
* Carry out follow up calls with customers for up to six months after installation.
* Identify and escalate urgent or complex cases; provide face to face support where required.
* Collaborate with internal teams to support customer resolutions and service improvements.
* Maintain up to date knowledge of industry standards, technologies, and products.
* Build and maintain relationships with third party partners (e.g., tariff support, meter exchange, warranties).
* Support reporting activities and assist with complaint resolution.
Essential Experience & Skills
* Experience in a customer service role.
* Excellent communication skills, written and verbal.
* Target driven with the ability to manage workload and meet deadlines.
* Competent in office administration and confident using Excel.
Desirable Experience
* Experience supporting vulnerable customers.
* Experience in a call centre environment.
* Experience analysing trends to improve services.
* Experience writing process or guidance documents.
Personal Attributes
* A team player who is enthusiastic about helping people.
* Flexible, adaptable, and able to use initiative.
* Positive and empathetic approach to customer care.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age