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Client Support Specialist
3 months ago
Working Hours: Full-time (see 'Flexible working')
Location: Hybrid - flexible working options available
About the Role:
We are thrilled to announce an opportunity for a Client Support Specialist to join our Services Delivery team. This team is responsible for managing energy efficiency loans and grants for individuals and small enterprises.
Your Responsibilities:
As a Client Support Specialist, you will be dedicated to delivering exceptional service, ensuring that the process of obtaining a grant or loan is seamless for applicants.
About Energy Saving Trust:
Energy Saving Trust is a reputable organization committed to advancing energy efficiency, promoting low carbon transportation, and encouraging sustainable energy practices. Our mission is to tackle the climate crisis and facilitate the transition to a net-zero future.
Benefits:
We offer a comprehensive benefits package, including:
- A competitive pension scheme with employer contributions of up to 9%, 11%, or 13% based on age.
- Enhanced parental leave.
- Private health insurance.
- 25 days of annual leave plus bank holidays, with additional days accrued based on service, along with three goodwill days during the holiday season.
- A staff wellbeing allowance of up to £25 per month / £300 per year.
Team Overview:
The Services Delivery team is responsible for overseeing and administering loans and grants aimed at energy-saving and low or zero carbon enhancements for homes and businesses on behalf of various stakeholders.
Customer Focus:
Our work is centered around customer service, and witnessing the positive impact we have on the lives of those we assist is what motivates us daily. We foster a collaborative environment, sharing knowledge and best practices to ensure a world-class customer experience.
Key Duties:
You will handle inbound inquiries and proactively reach out to customers, addressing questions regarding their loan and grant applications and claims. Your role will involve:
- Providing outstanding customer service in line with high-quality standards.
- Responding to inquiries within established service level agreements (SLAs).
- Demonstrating a proven track record of delivering excellent customer service.
- Exhibiting strong telephone and customer care skills, effectively communicating with diverse audiences, including vulnerable customers.
- Managing customer complaints and striving for first-call resolution.
Recruitment Process:
We are committed to inclusivity and welcome applicants from diverse backgrounds. If you require any adjustments during the recruitment process, please let us know.
Flexible Working:
We provide a variety of flexible working arrangements, including remote work, compressed hours, part-time options, job shares, and more. We encourage our team members to work in ways that enable them to perform at their best.
Diversity and Inclusion:
Energy Saving Trust is dedicated to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. We are a Disability Confident Committed employer and guarantee interviews for disabled applicants who meet the minimum criteria for the role.
