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Customer Service Advisor

Do you have a passion for Customer Service and would you like to be part of Vital Energi’s 5-year Strategy of Growth?

The Opportunity:

If so, due to continuing success, we are experiencing rapid and extensive growth in all business sectors, and we are looking to recruit a Customer Service Advisor to join the Customer Service O&M team at our Newcastle office.

Our Customer Service Operations and Maintenance team (O&M) manages the maintenance of the heating and hot water for circa 21,000 residents.

As part of our Customer Service Operations & Maintenance team you will be responsible for scheduling reactive maintenance work and services for resident’s Heat Interface Units (HIUs). You will ensure that all jobs are scheduled on the planner efficiently and in accordance with our contractual KPIs.

This role is the first point of contact for customers into Vital Energi and therefore key to delivering a positive customer experience and maintaining excellence within the team’s procedures.

The Role

Reporting to the Team Leader you will:

* Ensure that reactive and service jobs are assigned to appropriately skilled engineers and are attended to in accordance with contractual key performance indicator (KPIs)

* Manage reactive maintenance and HIU servicing jobs to ensure they are booked into our system, attended and closed out in a timely manner

* Answer calls within the agreed SLAs giving the highest level of customer service at all times

* Manage multiple mailboxes (reactive, complaints and servicing within Freshdesk), ensuring that we respond within agreed SLA

* Demonstrate empathy and understanding to customers whilst striving for first contact resolution at all times

* Ensure that all jobs that require a follow-up visit are booked in a timely manner

* Responding to customer complaints 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

* Monitor equipment alarms and overall site performance (recognising unusual trends)

* Utilise and assist in the development of the Job Logic Asset Management system

* Take full ownership of issues in order to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services

The Person

Skills/Experience

You will have:

* As a minimum GCSE Grade 5/C and above in Maths and English (Essential)

* Excellent communication and problem-solving skills (Essential)

* Knowledge and understanding of GDPR (Desirable)

* Maintenance industry experience (Desirable)

* NVQ Level 3 or equivalent in a Business/Customers Services related discipline (Desirable)

* Experience from withing the Utilities industry (Desirable)

* Knowledge & experience of working with customers service systems such as Freshdesk or Joblogic (Essential)

Competencies

You will be:

* Self-motivated

* Customer focused and passionate about delivering great work for our clients and their customers

* Able to work collaboratively as part of a team

* Able to communicate clearly and concisely

* IT literate with experience in all Microsoft Office applications

The Package:

* Competitive Salary

* Contributory Company Pension Scheme

* Non-contributory death-in-service insurance

* EAP scheme

* 25 Days Holiday plus 8 days bank holidays. Holiday increasing in line with service.

* Cycle to work scheme

Who are Vital Energi?

We are an energy solutions provider who design, build, operate and maintain centralised and efficient low carbon energy projects. We currently support hospitals, universities, new build residential 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 which are leading the way to achieving the UK’s Net Zero targets.

Applications will be processed within 28 days of receipt. If you have not heard from us within this time period it will mean that your application has unfortunately been unsuccessful. Thanks you for your interest in Vital Energi.

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