Specialist Customer Support

3 weeks ago

Manchester, United Kingdom Evergreen Energy Contractor Consultancy Full time

**Overview**

We are looking for an enthusiastic, committed customer-focused person to join our team of Consultants on a fixed term contract, for maternity cover. Full training will be provided for this role.

**What do we do?**

We provide a package to support with design, specification and compliance with industry-recognised certification schemes including the Microgeneration Certification Scheme (MCS) and PAS2035/2030. We provide a bespoke quality management system and one to one training for installers, and are on hand to answer any questions from initial certification and beyond.

**Job Purpose**

The team of Consultants are at the heart of the service we provide to our customers. You’ll learn all about the requirements our customers have to adhere to, and provide guidance and support to them as they navigate their way through the certification process and beyond. Wide ranging enquiries from simple login queries to complex calculations, the Consultants are our USP - no one else provides the support that we do.

You will be an active and vocal member of the team, happy to contribute to team meetings, introduce improvement ideas, and most of all provide excellent customer service to all of our customers by keeping abreast of all the requirements and any regulatory changes, and developing rapport with your clients so that they see you as an extension of their own team.

**Main responsibilities**
- Managing your own bank of customers with on-going support and guidance
- Be the first point of contact for customers needing support to assist them through their certification
- Provide correct and detailed guidance to your customers on a wide range of topics
- Take clients through the initial onboarding and training process
- Checking client’s completed documents to ensure accuracy
- Giving constructive feedback where you see errors or omissions
- Independent research

**What you’ll need for this role**:

- You enjoy talking to people and are able to ask the right questions to get to the bottom of an issue
- You have excellent verbal and written communication skills, as well as a top-class telephone manner
- You’re highly organised and are able to manage your own workload to prioritise and complete tasks to certain deadlines
- You always look to give your customers the best possible service
- You have strong attention to detail and can spot anomalies or issues
- You’re keen to get to grips with our services and be able to offer the best advice to our customers
- You’re able to read, understand and retain large amounts of detailed written information - the standards we work with are lengthy and are made up of multiple documents and you’ll need to have an understanding of the requirements to deal with customer queries
- You’re able to explain technical information in an easy to understand way, both verbally and as written communication
- You’re good at building relationships
- You’re a fast learner
- You have general IT skills - we have an online portal and customer relationship management (CRM) system that you will use on a day to day basis, as well as our tools for installers. Being able to use Excel to a reasonable standard will really help too.
- Experience in or knowledge of this industry, in particular MCS or PAS 2030, is a bonus but not a requirement, as full training will be given.
- Teamwork - this small, close-knit division works diligently together to provide the best possible customer experience, to learn together and improve together. Being a team player is non-negotiable.

**Benefits**
- Competitive salary
- Good progression opportunities
- Unlimited holiday allowance
- Health care expenses scheme
- Flexible working - we’re offering this as hybrid role, must be commutable to Manchester for 1-2 days per week
- Pension contributions matched by the company up to 4%
- Cycle to Work scheme
- Share Option scheme
- Regular team and company events and activities

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: From £25,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Private medical insurance
- Referral programme
- Unlimited paid holidays
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Manchester, M3 5NA: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Work Location: Hybrid remote in Manchester, M3 5NA

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