At a Glance
- Tasks: Deliver top-notch customer service and manage queries from start to finish.
- Company: Join Switch2 Energy, a leader in sustainable heat network solutions.
- Benefits: Flexible work environment, competitive salary, and opportunities for growth.
- Other info: Be part of a collaborative team focused on customer satisfaction.
- Why this job: Make a real difference in helping communities live sustainably.
- Qualifications: 2 years of customer service experience and strong communication skills.
The predicted salary is between 25000 - 30000 £ 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 Services Co-Ordinators are an integral part of the Operations Team and can handle any query, from beginning to end. 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 focused.
- 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.
Customer Services Representative in Shipley employer: Switch2 Energy Limited
At Switch2 Energy, we pride ourselves on being a leading provider of sustainable heat network solutions, dedicated to fostering a collaborative and supportive work environment. Our commitment to employee growth is evident through ongoing training opportunities and a culture that values innovation and teamwork, making us an excellent employer for those passionate about contributing to a greener future. Located in the heart of the UK, we offer a dynamic workplace where your efforts directly impact communities and help achieve net zero carbon targets.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Representative in Shipley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Switch2 Energy Limited. 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 Switch2 Energy Limited 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!
We think you need these skills to ace Customer Services Representative in Shipley
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 Switch2 Energy Limited:Your cover letter is your chance to shine! Tell us why you want to work at Switch2 Energy Limited 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 Switch2 Energy Limited!
How to prepare for a job interview at Switch2 Energy Limited
✨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.
