Customer Resolution Officer

Based at MPAAS Head Office, Unit 2, Nassau Business Park, Haydock, WA11 9FW

In this role, you will be one of the first points of contact for our clients customers, so you will need to provide excellent customer service at all times.
- Please be aware, this role is required to be based at our head office full time._

**Your overarching key responsibilities**
- We want to make a fundamental difference to our clients customers, and we really mean a difference - we want you to treat our customers exactly how you would want to be treated.
- You will take full responsibility of the full lifecycle of a customer query, you will receive training on all possible queries that could arise, meaning you have the ability to deal with any problem that a customer may have.
- You will have the freedom to help customers in the exact way you would like to be helped, trying to figure out the best possible outcome at all times.
- As the first point of contact to the customers you’ll treat them with kindness, positivity and openness.
- We are looking for people who can be adaptable and who can support teammates or your manager with specific queries or activities helping the team deliver amazing service.

**What we are ideally looking for in you**
- Have experience in dealing with difficult customers and having a resolution based mindset.
- Computer Literate - Ideally you will have worked in a role dealing with telephony system and will be comfortable using Microsoft Packages such as Teams, Outlook and Excel. Kraken and Connex experience desirable but not essential as training will be given.
- Attention to detail - You will understand that giving the right advice and detail to customers is paramount.
- Adaptable to change and have a growth mindset. This is an everchanging, fast paced role so we are looking for people who are wanting to help mould and shape a new department.
- Flexible - We want people who can adapt to an ever changing environment, you will also be required to work shifts Monday - Friday across 8am-6pm on a rota basis.

**What is in it for you?**
- **Basic Salary**:£23,500
- **Annual Bonus**:Up to 10% - Company performance based.
- **Working Hours**:37.5 Hours Per Week, Monday - Friday. We will require you to work across shifts covering 8am-6pm. This will be done on a 2 week rota - Week 1 - 8am-4pm, Week 2 - 10am-6pm.
- **Annual Leave**:23 days + bank holidays - This will increase 1 day per year you have worked at MPAAS, to a maximum of 25.
- **Holiday Buy & Sell Scheme**:You will have the opportunity to either buy up to 5 more days annual leave (Buy 4, get the 5th for free), or sell up to 3 days annual leave.
- **Private Medical Healthcare**: You will have the opportunity to opt-in to a Private Medical Healthcare Scheme through Vitality.
- **Life Assurance**: 2x your annual salary paid to a beneficiary of your choice if the worst were to happen.
- **Pension**: 5% employee, 3% employer.
- **Working Environment**: You will work in a relaxed, modern working environment with free parking on site.

**Who are MPAAS?**

MPAAS are an accredited Meter Operator and Meter Asset Manager which means that not only do we own the smart meter asset, but we can fit the smart meter on behalf of your energy supplier. This makes us the face of the energy supplier; the ones who visit your home or business and our qualified Dual Fuel Meter Installers undertake the installation.

In addition to this we also undertake revenue protection work for our energy suppliers. That’s why we pride ourselves in delivering first class customer service to all of our consumers. From the point of booking through to installation our personalised consumer journey keeps everyone informed every step of the way.

**Thinking about applying?**

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

Pay: £23,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Flexitime

Application question(s):

- This is a fully office based role, can you commit to this?
- This role will require you to be flexible and work between the hours of 8am-6pm on a rota basis. Is this something you can do?

Work Location: In person