Customer Service Advisor

6 months ago

Cardiff, United Kingdom Amber Full time

**Description**:
As a Resident Services Advisor for Community Utilities, you are the front line of our business and an ambassador of our brand. You will naturally love to help people and fixing problems is second nature to you.

You’ll bring your personal style to all customer conversations, provide excellent service and ask the right questions to ensure we offer the best solutions to new and existing customers.

As a valuable member of the team you’ll be expected to share any feedback and insights from customers so we can maintain our continuous improvement efforts and improve the experience for residents.

We aren’t like other contact centres. This isn’t a hard-selling, high-volume environment. It's all about making sure our customer issues are fully resolved in a timely manner. We’re a team that enjoys group social activities as much as we enjoy helping our local communities and charity organisations.

We also understand how important a positive work-life balance is to you, so to help you give your best, we offer great facilities when you want to be in an office environment and support you to work up to 80% of your hours from home once you're fully up to speed, which typically takes 6 months. The role offers a 37.5-hour working week on a rotational shift pattern between 08:00 and 20:00 Monday - Friday and 08:00 - 12:00 Saturday (you are likely to work around 3 in every 7 Saturdays). The office is perfectly located for local transport and parking facilities.

**What will you be doing?**:

- Complaints management.
- Appropriate escalation and follow through to ensure resolution.
- Liaising with resident site teams to resolve issues.
- Administering customer accounts following all relevant regulations e.g., GDPR, PCI.
- Achieving productivity and quality targets.

**What does good look like?**:
**_
Essential_**
- A positive attitude and strong work ethic
- Excellent verbal and written communication
- Excellent interpersonal skills - building excellent rapport
- Managing high volume inbound communications, via multiple channels
- Great with detail and a passion for getting things done first time
- Proactive with a passion for helping people and finding solutions
- A team player who is keen to keep learning
- Active listening skills

**_Desirable_**
- Energy billing or a similar industry (Water, Broadband or Telco etc)
- Complaint handling experience in a regulated environment

**Why Choose Amber?**:
Joining an incredible group of people, all on a journey to save the planet, why not? But reallythe biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits packageand not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants
- Private medical care
- Birthday day off
- Income protection
- Monthly, quarterly and annual social events Click here to view more on our trip away for Amberfest
- Enhanced primary and secondary caregiver scheme
- Loyalty vouchers

**About Amber**:
Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.

So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.

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