Customer Accounts Co-ordinator

3 days ago

Shipley, United Kingdom Talentspa Full time

_Our client is now looking for a Customer Accounts Co-ordinator (Temp) to join their busy team in Shipley, West Yorkshire_

They are passionate about helping their customers and communities live sustainable lives now and in the long term. They are trusted experts in the design, build, and operation of Heat and Energy networks. Through the innovative new solutions they build,and through the continuous optimisation of the networks they operate, they are instrumental in the delivery of the UK’s Climate change agenda.

To provide accurate, timely and informative billing and metering administration and front facing customer service for our customers and clients. They have a philosophy of continually improving their people and processes to deliver better customers experiences.

**Customer Accounts Co-ordinator Duties**:

- Manage the production of credit billing cycles and exceptions ensuring KPIs, updates and contractual timescales are delivered accurately and on to time.
- Maintain and change time critical customer and meter data that directly impacts the production of bills and the accurate operation of Pay as you go equipment.#
- Ensure any issues or tasks are seen through from start to finish promoting FTR and that customer, client, team leader or other departments are kept informed.
- Handle and respond to all customer and client contact in a timely and accurate way via phone, e mail, chat and social media. in a professional and efficient manner continually promoting FTR.
- Identify customer needs and help customers access specific Digital self-help and promote new features and functionality to help improve the overall customer experience.
- Escalate and log complaints and ensure they are dealt with in accordance with current policy and timescales.
- Be an ambassador of our team ethos working as one team collaboratively across the business to provide seamless resolutions to customer enquiries.
- Monitor customer complaints and comments on social media and reach out to provide assistance and resolve issues and enquiries to high standards of satisfaction
- Assist new members of staff giving advice and guidance when needed to help them become competent in their role and promote a team ethos.

**Customer Accounts Co-ordinator Requirements**:

- Proficient in Microsoft office suite
- Proficient in navigating social media platforms
- Conflict resolution
- Excellent communication both verbal and written with proven problem-solving skills
- Able to prioritise in a multi-tasking environment
- Ability to respond appropriately under pressure
- Able to listen and show empathy
- Excellent keyboard skills, ensuring accurate data entry Maintain thorough and accurate customer service records
- Work collaboratively as part of a wider team

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