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- Tasks: Be the go-to person for customer queries and complaints, ensuring top-notch service.
- Company: Join Sureserve Group, a leading provider of compliance and energy services in the UK.
- Benefits: Enjoy 28 days annual leave, a pension scheme, and enhanced family leave options.
- Why this job: Gain valuable experience in customer service while contributing to social housing projects.
- Qualifications: Previous admin experience, strong communication skills, and proficiency in MS Office required.
- Other info: We celebrate diversity and offer adjustments during recruitment for those who need them.
The predicted salary is between 28800 - 43200 £ per year.
The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices.
Sureserve Compliance South, part of the Sureserve Group, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.
Role
The role of our Customer Care Officer is to act as the main point of contact for our client and be a customer contact for formal complaints and complex issues. The role also involves daily administration and contact with both our customers and our clients and will be based in the Dartford office.
- Ensure that all inbound complaints are logged and thoroughly investigated and answered within contractual timeframes for each client.
- Ensure that all complaints are handled with the highest standard of customer care
- To maintain complaints logs and folders with correct and relevant information at all times
- Call customers to discuss concerns and work towards offering a suitable solution to our customers within set guidelines.
- Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues to resolve formal complaints, maintaining regular contact as required to keep customers informed of progress.
- Provide formal written responses to our clients in order to close complaints, and prevent escalation.
- Jointly manage team mailbox to ensure any correspondence is answered professionally and within time.
- Log any compliments and good new stories to be passed to Senior Management Team.
- To hold excellent communication skills both verbally and in writing
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity.
Successful candidate will have
- Previous administrative experience, preferably from a social housing/construction background
- Able to provide a high level of courteous, professional customer service
- Proficient in MS Office, in particular, Outlook and Excel
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills
What we can offer you
We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:
- Competitive salary
- Contributory Pension scheme
- Life assurance
- 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days
- Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave.
In addition, the role offers:
- Sureserve Benefits Hub, accessing over 1000’s retail discounts
- Virtual GP service, 24/7, 365 days, available for employees and your immediate family
- Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
- Bike2Work scheme
- Home & Electronics – salary sacrifice purchase scheme
Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status
Reasonable adjustments
As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact scs.careers@sureserve.co.uk
Pre-employment checks
Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks
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Customer Care Officer employer: Sureserve
Contact Detail:
Sureserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Officer
✨Tip Number 1
Familiarise yourself with the social housing sector and the specific challenges it faces. Understanding the context in which Sureserve operates will help you engage more effectively during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and escalated queries. Be prepared to share examples of how you've successfully resolved issues in previous roles, as this will showcase your ability to thrive in a customer-focused environment.
✨Tip Number 3
Network with current or former employees of Sureserve or similar companies. This can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 4
Demonstrate your proficiency in MS Office, particularly Outlook and Excel, by preparing to discuss how you've used these tools in past roles. Being able to articulate your experience with these applications will show that you're ready to hit the ground running.
We think you need these skills to ace Customer Care Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and administration, particularly within the social housing or construction sectors. Use specific examples that demonstrate your ability to handle customer complaints and provide excellent service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your understanding of the role. Mention your familiarity with Gas Safety Regulations and how your skills align with the responsibilities outlined in the job description.
Highlight Communication Skills: Since good written and verbal communication skills are essential for this role, ensure you provide examples of how you've effectively communicated with customers and colleagues in previous positions. This could include resolving complaints or coordinating with teams.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Care Officer.
How to prepare for a job interview at Sureserve
✨Research the Company
Before your interview, take some time to learn about Sureserve Group and its services. Understanding their focus on compliance and energy services, especially in social housing, will help you tailor your responses and show genuine interest.
✨Prepare for Customer Scenarios
Since the role involves handling customer complaints and queries, think of examples from your past experience where you successfully resolved issues. Be ready to discuss how you approached these situations and what the outcomes were.
✨Showcase Your Communication Skills
Effective communication is key in this role. During the interview, demonstrate your verbal and written communication skills by being clear and concise in your answers. Practice articulating your thoughts beforehand to ensure you come across as professional.
✨Highlight Your Organisational Skills
The job requires strong organisational abilities, so be prepared to discuss how you manage your workload and prioritise tasks. Share specific examples of how you've successfully handled multiple responsibilities in previous roles.
