Customer Service Coordinator

7 months ago

Halifax, United Kingdom Bagnall Hopkins Recruitment Limited Full time

**Customer Service Coordinator**

**£27,000**

**Monday - Friday 9am - 5pm**

**Permanent - office based - Near Elland, parking on site**

**Do you have experience coaching and mentoring a small team? Do you enjoy communicating with customers, particularly vulnerable customers and providing them with advice which makes can make a difference to their lives?**

**My client, an award winning company delivers a range of essential support to directly benefit customers in vulnerable circumstances, helping to lower their energy costs while delivering exceptional customer satisfaction and achieving significant social return on investment.**

**The role of customer service coordinator will provide our most in-depth help and advice to energy consumers via the telephone to help them reduce their energy and other utility bills through the provision of relevant and bespoke information, answering questions on the benefit of different actions or installation of energy efficiency and/or low carbon technologies.**

**You'll be responsible for overseeing the performance of the Energy Advice Administrators’ day-to-day activities. You will provide coaching and support to the Energy Advice Administrators, ensuring they provide efficient, effective and empathetic energy saving advice to customers by ensuring they follow the scripts and processes to meet the objectives of a range of different schemes to reduce customers’ energy costs. You will identify any additional training needs through regular coaching sessions, as required.**

**You will take a proactive approach and undertake projects to continually improve processes and customer journeys. You will contribute to the allocation of resources and reporting to commissioning clients. As well as coordinating the team and providing leadership to ensure exceptional service delivery at all times, there will also be a requirement to speak directly to customers to deliver these services, particularly customers with more extensive advice needs.**

**KEY RESPONSIBILITIES**

**Team coordination**:
**-Coach and support the Energy Advice Administrators**

**-Oversee the daily performance and service capability of the Energy Advice Administrators**

**-Identify additional training requirements required for the Energy Advice Centre Administrators**

**-Ensure the Energy Advice Administrators meet the objectives of the varying schemes**

**-Identify gaps for improvements to processes and customer journeys**

**-Contribute to the decisions of the allocation of resources**

**-Monitor KPIs, Daily Performance Tracking and Income Maximisation Service**

**-Deliver accurate reporting for internal and external stakeholders**

**-Facilitate and support with the implementation of change projects.**

**Customer service and project delivery**

**-Conduct outbound calls to domestic energy consumers and clients**

**-Offer energy advice on a day to day basis**

**-Maintain a positive relationship with all clients**

**-Day to day administrative project management tasks, including recording key information on a range of IT systems.**

**Administration**

**-Offer support to staff within the team when required**

**-Ensure a high level of detail is utilised when carrying out administrative tasks**

**-Deliver robust and accurate reporting for both internal and external clients.**

**KEY KNOWLEDGE AND SKILLS**:
**-Proven ability to communicate effectively verbally and in writing and use IT systems for the provision of advice services and reporting metrics.**

**-Be able to prioritise work, identify and develop ideas and opportunities**

**-Customer focus - able to put yourself in the shoes of the customer, be attentive to their needs and provide high quality, timely responses.**

**-Comfortable communicating with internal and external stakeholders.**

**-Able to work collaboratively with other team members, contributing to team goals and objectives.**

**-Able to interact with customers from a range of diverse backgrounds and circumstances, demonstrating genuine care and concern for their wellbeing.**

**-Demonstrable IT skills and able to quickly develop, with appropriate training support, a good understanding of energy efficiency and income maximisation services, to be able to provide accurate and reliable advice.**

**-Be able to adapt to change and manage competing demands.**

**We will not submit your CV until you have been briefed on the position and we have your consent to do so.**

**Both Bagnall Hopkins and our clients promote a policy of equal opportunities.**

**For Bagnall Hopkins’ GDPR policy and how your data will be handled, as well as what your rights are, please visit our website and go to our Privacy Policy**

**Job Types**: Full-time, Permanent

**Salary**: £26,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- Customer Service: 3 years (preferred)

Work Location: In person

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