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- Tasks: Assist customers with queries via phone, email, and social media while ensuring satisfaction.
- Company: Join Switch2 Energy, a leader in sustainable heat network solutions for a greener future.
- Benefits: Enjoy flexible work options, a collaborative culture, and opportunities for personal growth.
- Why this job: Be part of a mission-driven team making a real impact on communities and the environment.
- Qualifications: 2 years of customer service experience and GCSE 'O' level or NVQ level 2/3 in relevant fields.
- Other info: We value diversity and are committed to equal opportunities for all applicants.
The predicted salary is between 24000 - 36000 £ per year.
Switch2 Energy is the UK’s most experienced and capable provider of end-to-end solutions for heat networks. Heat networks are a key part of the government’s net zero carbon targets as they distribute heat or cooling from a central source to multiple customers. We provide smart and sustainable heat network solutions to local authorities, housing associations, managing agents and private developers for residential developments. We work to optimise energy efficiency, manage the delivery of renewable energy, retrofit underperforming schemes to ensure future decarbonisation, all while striving to minimise costs for residents who live there. We are passionate about helping our customers and communities live sustainable lives, now and in the future.
Main Purpose of the Role
Our goal is to deliver a first-class service to our customers throughout the customer journey. The Operations Team's responsibility is to deal effectively and efficiently with all customers and manage expectations appropriately with the objective of achieving customer satisfaction. Our Customer Support Representatives are an integral part of the Operations Team and can handle any query, from beginning to end. This includes assisting customers with their accounts, answering questions about Switch2, scheduling appointments with customers and giving technical advice.
Role Responsibilities
- Handle and respond to all customer and client contact in a timely manner via phone, e-mail, webchat and social media, in a professional and efficient way continually promoting first time resolution.
- Escalate and log complaints and ensure they are dealt with in accordance with current policy and timescales.
- Ensure any queries or tasks are seen through from start to finish by taking ownership and ensuring stakeholders and internal teams are kept informed.
- Identify customer needs and help customers access specific digital self-serve channels and promote new features and functionality to help improve the overall customer experience.
- Manage workstreams effectively to meet and exceed KPI’s to ensure tasks are completed accurately and on time.
- Be an ambassador of our team ethos working as one team collaboratively across the business to provide seamless resolutions to customer enquiries.
- Complete additional Operational Support activities when required in a flexible environment where priorities and work can change frequently.
- Provide feedback on our current services and systems and highlight risks to our customers' experience.
Key Skills and Behaviours Required
- Excellent communication skills.
- The ability to liaise with both Customers, clients and Engineers via the telephone and email in a highly organised and professional manner.
- Ability to work on own initiative.
- Target driven.
- Customer focussed.
- Problem solving skills.
- Proficient in navigating Social Media Platforms.
- Real Team Player – we adopt a collaborative approach.
- Proficient in Microsoft Office.
Knowledge, Training and Relevant Experience to do the job
- Minimum 2 years’ experience in Customer Service.
- Educated to GCSE ‘O’ level standard or NVQ level 2 or 3 in customer service or administration.
Switch2 Energy is an Equal Opportunities Employer.
Contact Detail:
Switch2 Energy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative
✨Tip Number 1
Familiarise yourself with Switch2 Energy's mission and values. Understanding their commitment to sustainability and customer satisfaction will help you align your responses during interviews, showcasing your enthusiasm for their goals.
✨Tip Number 2
Brush up on your communication skills, especially in handling customer queries through various channels like phone, email, and social media. Practising role-play scenarios can help you feel more confident in managing different types of customer interactions.
✨Tip Number 3
Research common customer service challenges in the energy sector. Being knowledgeable about potential issues and how to resolve them will demonstrate your proactive approach and problem-solving skills during the interview process.
✨Tip Number 4
Network with current or former employees of Switch2 Energy on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information that you can use to tailor your approach and show genuine interest in the company.
We think you need these skills to ace Customer Support Representative
Some tips for your application 🫡
Understand the Company: Before applying, take some time to understand Switch2 Energy's mission and values. Familiarise yourself with their work in heat networks and how they contribute to sustainability. This knowledge will help you tailor your application.
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially any roles where you've handled queries or complaints. Emphasise skills like communication, problem-solving, and teamwork, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and sustainability. Mention specific examples from your past experiences that demonstrate your ability to manage customer expectations and resolve issues effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key traits for a Customer Support Representative.
How to prepare for a job interview at Switch2 Energy Limited
✨Showcase Your Communication Skills
As a Customer Support Representative, excellent communication is key. Be prepared to demonstrate your ability to communicate clearly and professionally, whether through examples of past experiences or by engaging effectively during the interview.
✨Understand the Company’s Mission
Familiarise yourself with Switch2 Energy's commitment to sustainability and customer satisfaction. Showing that you understand their goals and values will help you stand out as a candidate who aligns with their mission.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer queries. Think of specific examples from your previous experience where you successfully resolved issues or improved customer satisfaction.
✨Demonstrate Team Collaboration
Switch2 Energy values teamwork, so be ready to discuss how you've worked collaboratively in the past. Highlight instances where you contributed to a team goal or helped a colleague, showcasing your ability to be a real team player.
