Operational Support Advisor in Blackburn

Are you ready to play a key role in supporting Vital Energi’s exciting growth strategy?

This role is initially a 6-month fixed-term contract but with the positive potential in line with performance and output against deliverables to move to a permanent position.

We are looking for a number of Operational Support Advisors to join our dynamic E&AM team at our state-of-the-art Head Office, Blackburn. As an Operational Support Advisor, you will play a key role in ensuring the smooth and efficient running of our Operations and Maintenance (O&M) and residential business functions. You will provide high-quality support to both internal teams and external customers, delivering every interaction with professionalism, diligence and a consistently high standard of service.

Tasks will include coordinating with engineers to schedule planned and reactive maintenance activities, ensuring all work is organised, prioritised, and completed efficiently and accurately for customers and clients. You will also provide operational support to the E&AM function by assisting with data-cleansing tasks across existing platforms and ticketing systems, responding to clients/end users providing a positive and professional level of support to resolve/address/manage the service tasks promptly and efficiently.

The Role Day to day you will be involved in:

• Plan and coordinate daily business operations, including scheduling, logistics, and resource allocation, to support our engineers in the servicing of HIUs (Heat Interface Units) for both residential and commercial clients.
• Providing excellent customer service by regularly updating clients on the status of service appointments and maintaining clear, professional communication at all times.
• Respond to all incoming calls within SLA targets, ensuring every customer receives exceptional service and a positive experience.
• Manage multiple Freshdesk inboxes (reactive, commissioning, and servicing), ensuring all enquiries are responded to within agreed SLA’s.
• Support with queries in a timely manner, ensuring appropriate collaboration with team members or other departments when required.
• Support the ongoing development and optimisation of business systems that underpin service delivery, with a focus on help desk platforms and maintenance management system administration.
• Support the cleansing of a large backlog of customer case data ‘tickets’.
• Perform precise data cleansing and data entry tasks, alongside routine system updates, to ensure information remains current and accurate.
• Liaise with customers to clarify or update information as part of data quality activities.
• Assist with day to day administrative and operational support across the team.
• Provide flexible support across the team as required.

The Person Skills/Experience:

• Previous experience scheduling engineers.
• Successful portfolio in an administration, support or customer service role.
• GCSEs (or equivalent) including English and Maths.
• Basic IT skills, including experience with Microsoft office suite.
• Excellent communication skills (written and verbal).
• Proactive and solution-focused approach.

Competencies:

• Customer Focus: Communicates clearly with a friendly, professional approach. Handles customer queries with confidence and is committed to creating a positive experience every time.
• Attention to Detail: Delivers consistently accurate work, ensuring information is handled correctly and tasks are completed to a high standard.
• Teamwork: Collaborates well with colleagues, contributes to shared goals and steps in to support the team whenever needed.
• Problem solving: Demonstrate effective problem-solving when coordinating engineers, recognising when information or requests appear incorrect or inconsistent.

The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital status, physical disability or is disadvantaged by unjustifiable conditions or requirements.

Applicants must have the unrestricted and ongoing right to work in the UK for the duration of employment, without the need for sponsorship. Due to the nature of this role, we are unable to support visa sponsorship or employ individuals with time-limited permission or conditions attached to their right to work in the UK.