Customer Care Advisor

1 week ago

Eastbourne, United Kingdom Staffing Edge Full time

The Customer Care Advisor will play a key role in supporting the Customer Care Manager and the growing Customer Care Team to deliver best in class customer services in Eastbourne.

**Principal roles and responsibilities**
- Setting up new customer accounts and making welcome calls.
- Setting up and managing Direct Debits for customers.
- Closing customer accounts when customers move home.
- Supporting with the monthly billing run and credit control process to minimise and reduce our debt exposure.
- Successfully managing and resolving customer complaints or concerns, proactively implementing any lessons learnt to improve future service delivery.
- Effectively diagnosing heat supply issues for customers and taking appropriate action to rectify within the timeframes set out in our Guaranteed Service Standards.
- Supporting with other tasks as required by the Customer Care Manager.

**Knowledge, Skills and Experience Required**

**Essential**:

- Customer service orientated with strong customer communication skills, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service role is essential.
- Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers.
- Excellent written communication skills
- Strong attention to detail
- Self-starter, driven by success and able to work well under pressure.
- Organised and methodical with the ability to prioritise and maintain an orderly workflow.
- Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
- Awareness of legislation and requirements surrounding data protection and privacy.

**Desirable**:

- Previous experience in a fast-paced customer service role
- Working knowledge of customer service software, databases and tools
- Working knowledge of metering and billing software, databases and tools

**Company overview**

My Client is an exciting new energy company set up in July 2019 with the aim of providing best in class customer services in the rapidly growing heat market.

Offering holistic end-to-end services, the Company specialises in the design, construction, and ongoing operation and management of both small and large-scale heat networks. Our ethos is driven by the importance of designing and installing reliable and efficient heat networks, making sure they are maintained and operated to the highest standards. This is demonstrated through our Registered Participant status of the Heat Trust - a voluntary consumer protection standard. By voluntarily registering all our sites with the Heat Trust, we are actively showing leadership in a growing sector and a clear commitment to offering our customers excellent service and protection.

With a customer service approach underpinned by pre-empting our customers’ needs and establishing a relationship built on confidence and trust, we hope to become the heat provider of choice. Taking time to understand the needs of our clients, and with a strong focus on establishing long-term partnerships with Developers, Managing Agents, Local Authorities and Housing Associations, the company is becoming the face of heat supply services for consumers on many new Developments in and around London.

With a continually growing portfolio of customers, the Customer Care Advisor will play a vital role in helping us to deliver best in class customer service.

The Customer Care Advisor will play a key role in supporting the Customer Care Manager and the growing Customer Care Team to deliver best in class customer services.

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

**Salary**: £21,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

Work Location: In person

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