Customer Service Coordinator

This range is provided by Certsure LLP. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Location: Hybrid - Dunstable, Warwick House

Hours: Full-time (Monday to Friday 9-5 pm)

Contract: Temporary, 6 weeks (17th Feb to 11th April)

We are excited to advertise multiple temporary opportunities for Customer Experience Coordinators within our organisation. In this customer-facing role, you will engage with a variety of businesses—ranging from individuals to small-sized companies—to understand their unique needs while keeping up with changes in the energy industry and recent technologies.

Your responsibilities will include assisting customers over the phone, via our website, or by email, and proactively reaching out to provide advice during registration with NICEIC. You will collaborate with internal teams to deliver the best solutions for customers and maintain accurate record-keeping. This role will require a range of skills to effectively support customers and ensure high levels of satisfaction.

In this role, you will...

• Educate and Guide: Maximise the benefits of NICEIC certification to enhance business practices, professional knowledge, and technical proficiency.
• Onboard and Validate: Assess and validate information during the onboarding process while providing guidance to contractors throughout their certification journey.
• Technical Integrity and Flexibility: Adopt a fair and balanced approach with a focus on technical integrity. Identify and/or take enforcement action in case of breaches while maintaining respect and fostering positive business relationships.
• Proactively and responsively deliver customer service: Focus on effective resolutions. Efficiently and effectively address issues, embodying NICEIC's customer service principles through meaningful interactions.
• Treat Customers as Individuals: Adapt and personalise communication styles, tailoring solutions within the parameters of scheme requirements.
• Provide Life Support: Assist customers in managing options to avoid business debt and maintain active certification. Empower customers with the tools and knowledge to self-manage their certification and accounts, ensuring awareness of new capabilities and confidence in their use.

What we’re looking for...

• Collaboration: A strong team contributor, friendly, engaging, and caring. Helps find ways to collaborate better with other teams/areas.
• Takes responsibility: Takes ownership to resolve customers queries in the first interaction, wherever possible.
• Commercially Aware: Confident to make sound commercial decisions in line with our processes and ensuring technical integrity.
• Organised with attention to detail: Maintaining accurate records and notes ensuring requirements are fully met through the registration, in life and departure processes.
• Technical Knowledge: Able to absorb, assimilate, make relevant and clearly explain technical information to guide and support our customers. Shares their knowledge and winning ways with others.
• Problem-solving: Demonstrates initiative, identifies, pre-empts and/or resolves a range of issues, by being pro-active, taking ownership and being accountable.
• Adaptability: Flexible and responsive to changing business needs and to different customers. Willing and eager to learn new things and try new ways of working.
• Empathy: Professional with strong people skills, aware of personal impact. Empathetic with customers, a natural communicator, comfortable over the phone, creating rapport, providing a positive customer experience.

GCSE or equivalent level (or demonstrable and verifiable relevant work experience). Experience of working in a customer service environment and/or formal Customer Service Training. Ability to identify new opportunities to introduce customers to additional services and products offered by the company, contributing to revenue growth.

About us...

Certsure offers industry-leading certification services, Building Regulations schemes, products, and support to the construction industry. We are dedicated to providing professional services and certification to a wide range of customers across the building services sector. Our products and services are delivered through the marketing-leading brand NICEIC. Quality is the foundation of everything we do and as a result, many of our products are Government recognised and United Kingdom Accreditation Service (UKAS) approved. From the technically excellent assessors to service advisors who really “get” our customers – we are always on the lookout for talented people to join our team.

We aspire to have a diverse and inclusive workplace, and as an equal opportunities employer, Certsure is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

PLEASE NOTE: As an employer, Certsure does not provide sponsorship as a licenced UK employer.

Seniority level: Entry level

Employment type: Temporary

Job function: Customer Service

Industries: Construction