Customer Service Assistant

1 week ago

Liverpool, United Kingdom SCIS Group Full time

SCIS are a fast-growing, leading provider of renewable energy solutions to domestic and commercial markets across the UK - these include insulation, heat pumps and solar.
The Administration Assistant will support all day-to-day activities within the Partnerships team, liaising with clients and other departments to maintain best in class quality & industry compliance for all deliverables, ensuring a first class customer experience.

The scope of this role involves completing all supporting business critical telephony/CRM -based tasks & processes relating to the smooth continuity of main organisational workflows. Interacting with customers and resolving all queries in a timely and efficient manner. To plan and schedule our installer days to have the best financial benefit to the business. Communicate effectively with external Retrofit Assessors to complete successful bookings of customers awaiting their insulation. To ensure all related targets and business plan deadlines are met on an ongoing basis. Effectively execute processes which aid smooth continuity of core workflow operations and maintain a flexible approach to their work to remain comfortable with process changes which meet the ongoing needs and requirements of regulatory bodies, as well as those required by the business.

The role includes:

- Building & maintaining a solid understanding of industry schemes and requirements to accurately administer tasks and processes with mínimal errors to meet strict regulatory standards and expectations, as well as internal service level agreements (SLAs).
- Accurately handle and process customer information and documentation in accordance with the Data Protection Act 2018 (DPA) and all other data processing legislation.
- Effectively communicate with customers to arrange all installation dates that meet with our targets/forecasts.
- Communicate with surveyors live in the field to ensure internal processes are met to standard.
- Build positive working relationships with external partners within the supply chain.
- Attend training as required to ensure upkeep of competency and skill, and drive performance improvements, challenging the status quo to enhance outputs and build the profile and positive reputation of the Company.
- Continually uphold the requirements of data protection laws, including those of UK GDPR.
- Comply with relevant legislation, regulatory requirements, corporate policy, and ethical standards.
- As a team ensuring telephony KPI’s are delivered, and our telephony abandon rate is achieved.
- Outbound calls as required - including rebooking’s and confirmation calls.

We are looking for:

- The ability to actively listen to customers so they can adequately gauge and address their needs
- Excellent verbal communication skills to clearly share and relay information
- Computer literacy, including knowledge of relevant software packages, such as CRM systems
- The ability to remain calm and polite when dealing with complaints or challenging clients
- Strong problem-solving skills to determine the best possible solutions for client issues
- Good command of the English language

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

Pay: £27,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have any operations/planning/ scheduling experience?

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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