Customer Service Coordinator
1 week ago
HybridnSalary:
circa £25,000 plus excellent benefitsnHours:
Full timenContract:
9 month fixed-term contract
About the role...
We are excited to advertise multiple opportunities for Customer Experience Coordinators within our organisation. In this customer-facing role, you'll engage with various businesses, from individuals to small-sized companies, ensuring you understand each business's unique needs and keeping up with changes in the energy industry and recent technologies.nYour role will involve helping customers over the phone, via our website, or by email, proactively reaching out to provide advice during registration with NICEIC. You will collaborate with different teams to find the best solutions for customers and ensure accurate record-keeping. Your skills will cover a range of areas to support customers effectively and ensure their satisfaction.
In this role, you will...
Educate and GuidenMaximizing the advantages of NICEIC certification to strengthen business practices, elevate professional knowledge, and cultivate technical proficiency.nOnboard and ValidatenAssessing and validating information during the onboarding journey and providing guidance to contractors throughout their continued certification.nTechnical Integrity and FlexibilitynAdopting a fair and balanced approach with a focus on technical integrity.nIdentifying and/or taking enforcement action in case of breaches, maintaining respect, and fostering positive business relationships.nCustomer Service ExcellencenProactively and responsively offer customer service through diverse communication channels, focusing on the most effective resolution for each query or problem.nEfficiently and effectively address issues, embodying NICEIC's customer service principles through actions and artful conversations.nTreats customers as individualsnAdapts and personalizes their communication style, tailoring their approach and solution within the parameters of our scheme requirements.nIn life supportnAssisting customers with options to prevent business debt and uphold active certification.nProviding customers with the tools and knowledge to self-manage their certification and account, ensuring awareness of new capabilities and confidence in their use.
What we’re looking for...
Essential
Collaboration:
A strong team contributor, friendly, engaging, and caring. Helps find ways to collaborate better with other teams/areas.nTakes responsibility:
Takes ownership to resolve customers queries in the first interaction, where- ever possible.nCommercially Aware:
Confident to make sound commercial decisions in line with our processes and ensuring technical integrity.nOrganised with attention to detail:
Maintaining accurate records and notes ensuring requirements are fully met through the registration, in life and departure processes.nTechnical Knowledge:
Able to absorb, assimilate, make relevant and clearly explain technical information to guide and support our customers. Shares their knowledge and winning ways with others.nProblem-solving:
Demonstrates initiative, identifies, pre-empts and/or resolve a range of issues, by being pro-active, taking ownership and being accountable.nAdaptability:
Flexible and responsive to changing business needs and to different customers. Willing and eager to learn new things and try new ways of working.nEmpathy:
Professional with strong people skills, aware of personal impact. Empathetic with customers, a natural communicator, comfortable over the phone, creating rapport, providing a positive customer experience.
Desirable
GCSE or equivalent level (or demonstrable and verifiable relevant work experience).nExperience of working in a customer service environment and/or formal Customer Service Training.nAbility to identify new opportunities to introduce customers to additional services and products offered by the company, contributing to revenue growth.
Our benefits include, but not limited...
Flexible and hybrid working (depending on the role)n25 days’ holiday a year (plus bank and public holidays)nEmployee Assistance ProgrammenLoyalty AwardsnBike LoannLife assurancenSickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.nPrivate Medical insurancenLearning OpportunitiesnPension
About us...nCertsure offers industry-leading certification services, Building Regulations schemes, products, and support to the construction industry. We are dedicated to providing professional services and certification to a wide range of customers across the building services sector. Our products and services are delivered through the marketing-leading brand NICEIC. Quality is the foundation of everything we do and as a result, many of our products are Government recognised and United Kingdom Accreditation Service (UKAS) approved. From the technically excellent assessors to service advisors who really “get” our customers – we are always on the lookout for talented people to join our team.
We aspire to have a diverse and inclusive workplace, and as an equal opportunities’ employer, Certsure is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
More information on the hybrid working model, can be discussed with the hiring manager. Such attendance to the office, will be as required by your manager (for example to complete any training that may be necessary for Induction, to integrate into your new team, attend meetings; and to complete such tasks required in the office etc.) You’ll be provided with the necessary IT equipment to support remote working.
PLEASE NOTE: As an employer, Certsure does not provide sponsorship as a licenced UK employer.
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