Customer Service Coordinator

**Job description**

We have a great opportunity for you to give back to local communities throughout the UK with a leading company within the renewable energy sector under the Governments ECO Scheme which gives access to funding for technologies such as Solar Panels and Air Source Heat Pumps.

Based in Halifax, our client is offering a brilliant, warm and welcoming working environment and the chance to join their team in alleviating fuel poverty and reducing the bills for businesses, families and vulnerable people.

Our clients mission extends beyond profit, always putting the customer and their needs first.

**What can our client offer you?**

Not only can our client provide you with a fantastic, warm and welcoming working environment. They can offer you:

- Up to 31 Days Holiday (+ All Bank Holidays)
- Free Staff Parking
- Private Health Care
- Health Cash Plan Covering Dental/Opticians etc.

**Role Summary**:
Our Client's Energy Advice Centre plays a vital role in supporting customers in vulnerable circumstances, helping them lower their energy costs while delivering exceptional customer satisfaction and achieving significant social return on investment. As an Energy Advice Coordinator, your primary responsibility will be to provide the most in-depth help and advice to energy consumers via telephone, ensuring they receive tailored assistance to reduce their energy and utility bills. Additionally, you will oversee the performance of the Energy Advice Administrators and report this back to the Energy Advice Team Leader.

**Key Responsibilities**:
**Customer Service and Project Delivery**:

- Provide comprehensive help and advice to energy consumers on a wide range of topics related to energy efficiency and low-carbon technologies.
- Offer personalised solutions to help customers reduce their energy and utility bills.
- Conduct outbound and inbound calls to domestic energy consumers and clients.
- Maintain positive relationships with all clients.
- Manage day-to-day administrative project management tasks, including recording key information on various IT systems.

**Team Coordination**:

- Train and support Energy Advice Administrators.
- Monitor the daily performance and service capability of Energy Advice Administrators.
- Identify additional training requirements for Energy Advice Centre Administrators.
- Ensure Energy Advice Administrators meet the objectives of various schemes.
- Identify gaps for improvements to processes and customer journeys.
- Contribute to resource allocation decisions.
- Meet personal KPIs and support administrators in meeting theirs.
- Deliver accurate reporting for internal and external stakeholders.
- Facilitate and support the implementation of change projects.

**Administration**:

- Offer support to staff within the team when required.
- Ensure a high level of detail is maintained when carrying out administrative tasks.
- Deliver robust and accurate reporting for both internal and external clients.

**Key Knowledge and Skills**:

- Proven ability to communicate effectively both verbally and in writing, using IT systems for advice services and reporting metrics.
- Strong prioritisation skills, identifying and developing ideas and opportunities.
- Customer-focused approach, attentive to customer needs, and providing high-quality, timely responses.
- Comfortable communicating with internal and external stakeholders.
- Collaborative team player, contributing to team goals and objectives.
- Ability to interact with customers from diverse backgrounds, demonstrating genuine care and concern for their well-being.
- Demonstrable IT skills, quickly developing a good understanding of energy efficiency and income maximisation services.
- Adaptability to change and effective management of competing demands.

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Loyalty bonus
- Performance bonus
- Yearly bonus

Work Location: In person

Reference ID: LWEAC120224