Customer Support Coordinator

5 months ago

Livingston, United Kingdom Energy Assets Full time

Job Introduction
**About us**

Established in 2005, we’re a leading, nationwide, utilities infrastructure business, providing:

- innovative metering and data services
- future-proofed network construction and ownership solutions
- low carbon service offerings.

We partner with major energy suppliers and utility constructors to deliver our services to the UK's most prestigious brands and public sector institutions.

We’re committed to inclusivity and welcome applicants from all walks of life who are legally eligible to work in the UK.

**Working with us you will benefit from**

A key strand to our corporate mission is to provide colleagues with high levels of job satisfaction, recognition, and personal development opportunity.
- Competitive compensation package - you’ll receive a competitive salary starting of £24.3k, plus the opportunity to receive an annual performance based bonus.
- Work life balance - you’ll benefit from 30 days holiday, which increases each year to a maximum of 35 days.
- Critical injury scheme - we take safety at work very seriously. There are high levels of risk mitigation in place to keep everyone safe and we take pride in the fact our safety statistics are excellent. However, you can rest assured in the event a serious injury occurred, you’ll receive support and financial assistance.
- Down to earth and welcoming culture - you’ll be part of a friendly, welcoming, and diverse team who are really looking forward to receiving the next intake of new starts.
- Future career opportunity - as we’re a large organisation covering end-to-end, meter-to-main solutions - there’s lots of opportunity to grow and progress your future utilities career further.
- Long-term, stable industry - this is a permanent role and you’ll be part of an innovative, financially robust organisation, with ambitious growth plans in one of Britain’s core industries

**What does the role involve?**
- communicating clearly with customers (both internal and external) to ensure resolution of problems and proactively respond to unexpected customer requirements and requests
- managing customer issues in the best interests of the company, on occasion being able to make tough calls and manage dissatisfied customers in an honest and confident manner in order to reach a resolution
- escalating concerns or issues as appropriate using internal protocol
- managing direct customer contract requests individually to completion of project
- coordinating with internal stakeholders to track project status, costs and highlight potential issues and/or opportunities in line with customer needs and expectations
- monitoring customer/supplier requirements in accordance with service level agreements, including effective cost recovery, and escalating any causes for concern
- preparing and providing daily/weekly/monthly reports to supplier and directly contracted customers, raising and discussing any potential issues and keeping management appraised on account activity
- providing administrative support to Customer/Sales/Account managers to process new business requests and the contract renewal process, ensuring all signed off committed contracts are processed in a timely manner
- accurately logging and dealing with enquires ensuring that all queries and requests are dealt with promptly giving the customer a single point of contact
- working with both EA sales and operational teams to resolve issues and keep relevant stakeholders up to date
- updating our internal and customer facing systems to track notes, issues, project progress and account activity to ensure first-class customer service and an efficient workflow across teams
- expert knowledge of products within the EA group and the ability to identify appropriate equipment to drive efficiency for the customer and the EA group
- proactively challenging and changing current ways of working with continuous improvement, efficiency and the customer journey in mind

**Who we're looking for**
- we’re looking for someone with previous experience in a fast-paced customer facing role. This could be from a similar office environment, or it could be experience from retail, hospitality or wider industries.
- you’ll be organised, with excellent time management skills and the ability to take a flexible approach to prioritising tasks and objectives.
- you’ll be a people person, with excellent communication skills and a good working knowledge of Microsoft Excel, Word and Outlook.

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