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Project Officer

4 months ago

Port Talbot, United Kingdom Warm Wales Full time

Warm Wales - Cymru Gynnes CBC is a community interest company working throughout Wales and South West England. We assist those in fuel poverty and deliver a wide range of regeneration and sustainable energy measures to those in the social rented and private-rented sectors, including eligible private owner-occupiers.

**Job Description, Person Specification and Competency Indicators**

**Job Title**

Project Officer

**Team**

Customer Services

**Responsible to**

CEO

**Salary**

£23,887

**Office base**

Hybrid option (Home and Port Talbot Office)

**Main Job Purpose**

**Key Duties & Responsibilities**
- Provide all administrative support for the various Energy Company Obligation (ECO) projects
- Proactively communicate with LAs, private landlords and private householders to increase new business for the ECO scheme.
- Monitor and report on own projects relating to referrals and income generating initiatives.
- Manage casework as per on-going project requirements inclusive of working with vulnerable customers, providing energy advice and working with support agencies
- Action first-line complaints and following the complaints procedure escalating complaints as required and helping to improve customer relations
- Coordinate and participate in marketing/networking events inclusive of establishing venues, correspondence, PR material/products and smart-reporting on events, etc.
- Ensure a high degree of accuracy of data entry and maintenance of records on the company’s CRM; other databases/spreadsheets and generate reports on a weekly/monthly basis or as required
- Action inbound and outbound calls which includes arranging appointments and updating customers with services offered etc.
- Work closely with ??to support other projects and Project Managers, to ensure timely delivery of services
- Identify, report and escalate to management as needed on problems/issues and project or casework performance as required
- Support the work of the Customer Services Team by proposing improvements to working practices, opportunities for improving customer service and increasing income generation.
- Undertaking other project related work relevant to the company as well as general office duties when required

**Person Specification**

**Skills and Abilities**
- Good communication skills: verbal and written
- Excellent telephone manner
- Display discretion and treat all client information as confidential
- Must be able to work using own initiative
- A proven team player
- Ability to manage a high level of casework for various ongoing projects
- Good time management skills
- Ability to research and investigate cases in support of project delivery
- Ability to analyse issues and problems, present a summary and propose solutions

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

**Salary**: £23,887.00 per year

**Benefits**:

- Company pension
- Flexitime
- Free parking
- On-site parking
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Work Location: Hybrid remote in Port Talbot, SA13 1SB