Aftercare Specialist

3 months ago

London, United Kingdom So Energy Full time

UK, Hybrid

£29,314

**️ Our Perks**:
Values-driven culture - we’re really proud of our culture.

**Drive your own experience**:

- Personalised Learning and Development Budget
- Hybrid working hours - Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
- Technology - Your choice of Mac or Windows

**Empowering you to be your most authentic self**:

- 25 Holiday Days + your local bank holidays
- 1 Birthday day - it only happens once a year
- 3 So Giving Days - spend these days giving back to your chosen cause
- Religious Celebrations Leave
- Mental Healthcare - Unlimited sessions with Unmind
- Enhanced Family Leave

**So Energy**:
Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000+ customers and over 300 So Energists. But, we’re not done. We’re on the road to a million customers by the end of 2026 and, thanks to our recent merger with ESB Energy, we’re well on the way. We’re tech first, we’re customer-centric and we’re passionate about sustainability.

We want to do the best we can for our customers and for each other, so we’ve created a workplace that is encouraging, supportive and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

- **Clear**:

- **Honest**:

- **Ambitious**:

- **Inquisitive**:

- **Caring**:

- **Sustainable**

**The Role**:
**Aftercare Specialist at SO ENERGY**:
Reporting into our Delivery Operations Manager - Benn Mahmood, we’re looking for a motivated and customer-oriented Aftercare Specialist to join our team at So Energy. As an Aftercare Specialist, you will play a pivotal role in providing exceptional after-sales care to our valued solar energy customers and resolving any escalated complaints. Your primary responsibility will be to handle complex issues with empathy and efficiency, ensuring customer satisfaction.

**What you’ll be getting up to**:
Handle escalated complaints related to solar energy products and services from customers in a professional and empathetic manner.

Investigate and assess the root causes of complaints, working closely with relevant internal departments to find prompt and appropriate resolutions.

Offer timely and accurate updates to customers regarding the progress of their complaints, ensuring transparency throughout the resolution process.

Utilise active listening skills to understand customer concerns and provide suitable solutions that align with company policies and regulations.

Act as the primary point of contact for energy customers after their purchase, ensuring their post-sale experience is smooth and satisfactory.

Assist customers with any inquiries related to warranties, maintenance, and product performance, ensuring they receive prompt and accurate information.

Proactively follow up with customers to ensure their ongoing satisfaction and address any potential issues before they escalate.

Create and send customer handover packs, including their invoice following the successful completion of an installation.

Build and maintain positive relationships with solar energy customers by delivering exceptional service and demonstrating a genuine commitment to their needs.

Develop a deep understanding of our solar products and services, enabling you to effectively address customer queries and concerns.

Identify and share opportunities for process improvements based on customer feedback and work with relevant teams to implement enhancements.

Maintain accurate and detailed records of customer interactions, complaints, and resolutions in our customer support database.

Prepare regular reports on escalated complaints and after-sales care metrics, providing insights to management for continuous improvement.

**This role will be a great fit if**:
Previous experience in a customer support role, with a focus on handling escalated complaints and providing after-sales care, preferably within the energy industry.

Strong communication and interpersonal skills, capable of resolving conflicts with diplomacy and empathy.

Knowledge of solar energy products, installation processes, and related technical aspects will be preferred.

Ability to work independently and as part of a team, showing initiative in finding solutions to customer issues.

Excellent organisational and time management skills to handle multiple tasks efficiently.

Proficient computer skills and experience with customer support software and databases
- So, if this role excites you, don’t let our role description hold you back, get applying_

**Hiring Process**:

- Initial Phone Screening with the Talent Team (30 minutes)

️ First stage interview with Hiring Manager

Support - _If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best - please let us know so we can

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