Field Resolution Officer

**Field Welfare Officer**

Revenue Services Department

Field Based

**Who are Fulmar Services?**

Fulmar Services are a leading customer resolution business, our clients are some of the biggest energy providers across the UK. We support our clients by visiting their customers premises to engage and understand any issues, guide conversations, identifying vulnerabilities whilst offering a review of affordability options, to ensure solutions are right for the individual circumstance of each interaction. All our employees have a DBS check in place, and we pride ourselves in being an equal opportunities employer which is supported by our diverse workforce.

**Summary of the Welfare Officer role.**

The Role of a Field Welfare Officer is to visit our client’s customers at their premises, both commercial and residential. The purpose of the visit is to support the customer and discuss payment options which includes ability to pay and a suitable solution for their utility’s bills going forward.

It will also be relevant to obtain invaluable information such as occupier details, confirm meter readings plus the identification of any vulnerabilities which will need to be shared with our clients.

**Your key responsibilities.**
- Re-engaging customers who have lost contact with our clients.
- Having open and honest conversations to establish the facts.
- Assisting customers who may be vulnerable and offering the best solutions for them.
- Information gathering, identification of support mechanisms.

**What we are ideally looking for in you.**
- Customer Service experience ideally in a role where you have had to deal with face-to-face customers/client interaction from a variety of backgrounds.
- Strong communication skills, the ability to interact with different people from varying backgrounds and situations.
- Influencer, to converse with customers and our clients in the right way to make sure we gather valuable information to support all parties.
- Flexibility, able to work in your local area, however out of area travel will be required dependant on your location or to support different workstreams.
- Customer focussed, getting the right outcome for the customer.
- Driven, ability to lone work and utilise the support network in place, when needed.
- A full, manual driving licence with no more than 6 points

**Experience in the below would be an advantage, but not essential.**
- Knowledge of the Gas and Electric industry.
- Working in field-based teams.
- Identifying vulnerabilities.
- Supporting customers through financial difficulties.

**The Salary & Terms applicable for this rol**e
- Basic Salary: £27,000.
- London Weighting
- You will be entitled to an added £2,500 London Weighting if you live inside the M25.
- Bonus Available
- Holidays: 31 days (including bank holidays), increasing with yearly service up to max of 33 days.
- Holiday Buy & Sell Scheme: Purchase up to 5 extra days of annual leave.
- Private Medical Care: After 3 months service you will have the option to opt-in to a Vitality Private Medical Cover Scheme.
- Life Assurance: 2x your annual salary will be paid if the most unfortunate was to happen.

Please note anyone for this role must complete a DBS Check.

**Do you have a passion for customer service and making a difference?**

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

Pay: £27,000.00-£30,000.00 per year

Additional pay:

- Performance bonus

**Benefits**:

- Additional leave
- Company car
- Company pension
- Life insurance
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

Application question(s):

- Do you have a Full UK manual driving licence with no more than 6 points?
- Are you willing to stay away from home for 2 weeks for your training/induction as our Head office is based in Haydock, Merseyside?
- Have you held your driving licence for more than 2 years?
- Do you feel confident driving a manual vehicle?
- Do you live within the IG postcode area?

Work Location: On the road

Reference ID: Field Agent