Customer Service Advisor hybrid

5 months ago

Cambridge, United Kingdom ista Energy Solutions Limited Full time

You are the linchpin of our work in customer service. As part of a motivated team, you increase our customers’ satisfaction on a daily basis with your understanding and smart ideas.

Working at ista is all about rethinking the use of energy and resources. For today. For tomorrow and the day after tomorrow. We provide smart solutions for a sustainable future, make complex data more transparent and have the courage to flip the switch to change. In our company with its family-like corporate culture and strong values, our 6,000 colleagues in 22 countries make switching to smart devices and digital services in the real estate sector easy. As one of the market leaders, we offer the benefits and reliability of a large corporation combined with the open-minded atmosphere of a modern tech company.

**Tenant Care Advisor (Customer Service Advisor)**

**Position Description**:
As part of our growing Heat Tenant Care Team, as a Tenant Care Advisor you will work alongside our Billing Support Customer Service Team and Billing Account Managers taking responsibility for overseeing customer transactions, processing payments, addressing any billing complaints or questions, and making sure all accounts remain up to date.

**Your Responsibilities**:

- Resolve any customer queries and complaints, recognising when complaints need to be escalated to management
- Discuss invoices and accounts with customers
- Take and process personal and payment information from customers and ensure the information is kept safe, secure and confidential
- Schedule engineer appointments with customers
- Contact customers to verify account information
- General administration duties

**Your background, Skills and Attributes**:

- Good numerical skills
- Experience of using Microsoft office
- Strong communication skills both written and verbal
- Demonstrate high levels of attention to detail
- Prior non face to face customer service experience (desirable)
- Display exceptional interpersonal skills, particularly when interacting with customers on the phone
- Being an effective time-manager, multi-tasker and displaying excellent organisational skills is essential
- A resilient nature
- Experience working in a high pressured environment
- Willingness to go above and beyond, a quick learner and adaptable

**Our Offer**:
We are currently over 65 people strong in the UK, based in an historic location to the south of Cambridge in modern, open plan offices with the benefit of an on-site café.

In addition to the above we offer excellent starting benefits including:

- 22 days holiday per annum (Jan-Dec) rising by 1 day per full year employed until 25 days holiday have been awarded
- A hybrid working environment enabling flexible working between our Duxford Offices and home, (3 days a week in the office)
- Salary Sacrifice EV Leasing Scheme
- Eligibility to participate in the company bonus scheme
- Inclusion within ista’s auto-enrolment pension, critical illness and group life schemes
- Employee Discount Scheme
- Discounted Gym Membership
- Cycle to work scheme
- Intercompany annual soccer tournament with mínimal employee contribution required (held in Europe)
- Free tea & coffee

ista can also offer ambitious applicants a great team environment and the support and opportunities that you would expect from a top employer.

**ista as an employer**:
We are an equal opportunities employer.

We value people as individuals with diverse opinions, cultures, lifestyles and circumstances.

**Our Team**:
In the UK we have over 65 staff in a business that has significant growth plans. We are supported from the significant international capability of ista and the wider support of our parent company, CK Infrastructure Holdings - one of the world’s largest investment companies.

Part of the CK Hutchison group, ista is one of the world’s leading companies providing energy services, our UK commercial operation focuses on delivering commercial energy services including procurement, bill validation, building management software, metering, and compliance consultancy.

'We', that is the over 6,000 ista employees in 22 countries are all united by the desire to become THE partner for digitisation and smart solutions for building owners and their residents. We want to go down this path to the future together with the worldwide 450,000 owners and 13 million residents, in whose buildings and apartments our products and services are used today.

We add sustainable value to buildings for their residents and owners (both commercial and residential). To achieve this, we manage data and processes that make the building climate-friendly, safe, and comfortable.

Our global focus leverages the strengths of ista’s regional roots and creates a single, unified force in solving the unique challenges of energy and property management. Our flexible, consultative approach and deep industry knowledge make ista an integral part of our clients’ businesses.

**Salary**:
Salary band £21,0

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