Resident Service Advisor

6 months ago

Cardiff, United Kingdom Amber Full time

**Description**:
As a Resident Services Advisor within our Community Utilities department, 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.

Your primary role will be to handle all inbound customer contact and provide a focused and friendly service with a strong ‘first time resolution’ mentality. 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.

We aren’t like other contact centres. 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 have recently introduced our accreditation programme where you have a clear progression path from day one. Your salary is increased to £24,500 upon successful passing of probation and the opportunity for this to increase to £25,500 once further competency levels are achieved.**

**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
- Processing of home moves within SLA and to high quality
- Re-billing individual accounts to resolve customer issues
- Administration of payment platform to keep payments up to date

**What does good look like?**:
**_ Essential:_**
- A positive attitude and strong work ethic
- Excellent verbal and written communication
- 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)
- Experience of managing high volume inbound communications, via multiple channels
- 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
- 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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