At a Glance
- Tasks: Provide tailored advice on energy efficiency and support householders in need.
- Company: A charity and social enterprise dedicated to helping local communities.
- Benefits: Competitive salary, flexible working, 35 days off, and paid volunteering time.
- Other info: Full training provided, including accredited qualifications and a supportive team environment.
- Why this job: Make a real difference while gaining valuable skills and qualifications.
- Qualifications: Customer service experience and strong communication skills required.
We have a rewarding new job opportunity for a customer-focused individual with excellent communication skills to provide free, impartial and tailored advice to householders on energy efficiency, carbon reduction and fuel poverty support.
Comprehensive training will be provided, including a City & Guilds Energy Awareness course and an SQA-accredited qualification over 6-9 weeks. Training takes place Monday to Friday, 9:00am to 5:00pm. Additional training will be offered based on role requirements.
SALARY: £24,469 per annum + Benefits
LOCATION: This hybrid position allows for flexible working from home or from the offices in Dundee, with occasional office attendance. Applicants must reside in, or very near to, one of the three following service areas (Angus, Dundee City, and Perth and Kinross).
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 35 hours per week, worked over 5 days out of 7. Core hours are 9am - 5pm.
PLEASE NOTE: There are NO relocation expenses and the organisation is NOT offering sponsorship with this position.
This is a rewarding opportunity for a Customer Service Advisor to help householders access clear, impartial guidance on energy efficiency, carbon reduction and fuel poverty support. Working as part of a busy advice team, the Customer Service Advisor will support customers by telephone, digital channels, CRM systems and at community or planned events. As a Customer Service Advisor, you will deliver a professional service, tailor advice to individual needs, record accurate information and make referrals to partner organisations where appropriate.
DUTIES
- Provide impartial advice to householders by telephone, digital communication systems, community events and planned events.
- Deliver end-to-end support, ensuring customers receive a positive, professional and supportive service.
- Use effective communication skills to identify customer needs and tailor advice to individual circumstances.
- Advise customers on energy efficiency, resource efficiency, carbon reduction, affordable warmth, renewable energy, water heating and lower carbon personal transport.
- Use internal and external referral systems to help customers access additional support from partner organisations where appropriate.
- Work to agreed service standards, quality guidelines, targets and contractual requirements.
- Use a bespoke CRM system to record client information accurately and access information to support customers appropriately.
- Maintain records of activity, achievements and customer interactions within agreed timescales.
- Maintain up-to-date knowledge of relevant advice areas, processes, policies and programme requirements.
- Work positively with colleagues to share knowledge, best practice and ideas that support continuous service improvement.
CANDIDATE REQUIREMENTS
- A background in customer service with strong communication and interpersonal skills.
- Confidence working independently in a hybrid or remote environment.
- Good IT skills, including Microsoft Word, Excel, PowerPoint and CRM software.
- Accurate data entry skills.
- A full UK driving licence and ability to travel across the service area.
- Willing and able to complete role-related training and qualifications, including energy awareness, induction and domestic renewable energy training.
- Commitment to equality, diversity, inclusion, environmental awareness, health, safety and wellbeing.
BENEFITS
- Competitive salary.
- Flexible working arrangements.
- 35 days off annually (30 days paid leave + 5 public holidays).
- A paid day off for your birthday.
- Salary sacrifice and net pay deduction schemes.
- Paid time for volunteering.
- Pension plan.
- Regular staff events.
- Free access to an Employee Assistance Programme.
- Generous sick pay scheme.
- Credit union membership.
Customer Service Advisor / Full Training Provided in Dundee employer: AWD Online
Join a dynamic and supportive team that values your expertise as a Quantity Surveyor / Project Manager. Our company fosters a collaborative work culture, offering excellent benefits and opportunities for professional growth in a thriving location. With a commitment to employee development and a focus on meaningful projects, we provide a rewarding environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor / Full Training Provided in Dundee
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AWD Online. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AWD Online before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AWD Online:Your cover letter is your chance to shine! Tell us why you want to work at AWD Online specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AWD Online!
How to prepare for a job interview at AWD Online
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
