At a Glance
- Tasks: Join our team as a Customer Service Advisor, managing maintenance for 21,000 residents.
- Company: Vital Energi is a leader in low carbon energy solutions, driving the UK's Net Zero targets.
- Benefits: Enjoy a competitive salary, 25 days holiday, pension scheme, and more perks!
- Why this job: Be the first point of contact for customers and make a real impact on their experience.
- Qualifications: GCSE Grade 5/C in Maths and English required; customer service experience preferred.
- Other info: We're committed to diversity and inclusion in our hiring process.
The predicted salary is between 24000 - 36000 £ per year.
Customer Service Advisor Do you have a passion for Customer Service and would you like to be part of Vital Energi’s 5-year Strategy of Growth? The Opportunity: If so, due to continuing success, we are experiencing rapid and extensive growth in all business sectors, and we are looking to recruit a Customer Service Advisor to join the Customer Service O&M team at our Newcastle office. Our Customer Service Operations and Maintenance team (O&M) manages the maintenance of the heating and hot water for circa 21,000 residents. As part of our Customer Service Operations & Maintenance team you will be responsible for scheduling reactive maintenance work and services for resident’s Heat Interface Units (HIUs). You will ensure that all jobs are scheduled on the planner efficiently and in accordance with our contractual KPIs. This role is the first point of contact for customers into Vital Energi and therefore key to delivering a positive customer experience and maintaining excellence within the team’s procedures. The Role Reporting to the Team Leader you will: * Ensure that reactive and service jobs are assigned to appropriately skilled engineers and are attended to in accordance with contractual key performance indicator (KPIs) * Manage reactive maintenance and HIU servicing jobs to ensure they are booked into our system, attended and closed out in a timely manner * Answer calls within the agreed SLAs giving the highest level of customer service at all times * Manage multiple mailboxes (reactive, complaints and servicing within Freshdesk), ensuring that we respond within agreed SLA * Demonstrate empathy and understanding to customers whilst striving for first contact resolution at all times * Ensure that all jobs that require a follow-up visit are booked in a timely manner * Responding to customer complaints in line with the company complaints procedure through to successful resolution * Assist with the development and testing of processes and training documentation * Develop and maintain effective working relationships with internal and external customers * Monitor equipment alarms and overall site performance (recognising unusual trends) * Utilise and assist in the development of the Job Logic Asset Management system * Take full ownership of issues in order to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services The Person Skills/Experience You will have: * As a minimum GCSE Grade 5/C and above in Maths and English (Essential) * Excellent communication and problem-solving skills (Essential) * Knowledge and understanding of GDPR (Desirable) * Maintenance industry experience (Desirable) * NVQ Level 3 or equivalent in a Business/Customers Services related discipline (Desirable) * Experience from withing the Utilities industry (Desirable) * Knowledge & experience of working with customers service systems such as Freshdesk or Joblogic (Essential) Competencies You will be: * Self-motivated * Customer focused and passionate about delivering great work for our clients and their customers * Able to work collaboratively as part of a team * Able to communicate clearly and concisely * IT literate with experience in all Microsoft Office applications The Package: * Competitive Salary * Contributory Company Pension Scheme * Non-contributory death-in-service insurance * EAP scheme * 25 Days Holiday plus 8 days bank holidays. Holiday increasing in line with service. * Cycle to work scheme Who are Vital Energi? We are an energy solutions provider who design, build, operate and maintain centralised and efficient low carbon energy projects. We currently support hospitals, universities, new build residential developments, towns and cities as well as industrial and commercial clients to decarbonise their buildings. We have, and continue to, work on ground-breaking projects throughout the UK which are leading the way to achieving the UK’s Net Zero targets. Applications will be processed within 28 days of receipt. If you have not heard from us within this time period it will mean that your application has unfortunately been unsuccessful. Thanks you for your interest in Vital Energi. 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. Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply. Notice to Agency and Search Firm Representatives: Vital Energi Utilities Ltd is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Vital Energi Utilities Ltd employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Vital Energi Utilities Ltd. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you
Customer Service Advisor employer: Vital Energi
Contact Detail:
Vital Energi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) that are relevant to the Customer Service Advisor role. Understanding these metrics will help you demonstrate your ability to meet and exceed expectations during the interview.
✨Tip Number 2
Brush up on your knowledge of customer service systems like Freshdesk or Joblogic. Being able to discuss your experience with these tools will show that you're ready to hit the ground running in this role.
✨Tip Number 3
Prepare examples of how you've handled customer complaints in the past. Vital Energi values empathy and resolution, so showcasing your problem-solving skills will be crucial.
✨Tip Number 4
Research Vital Energi's projects and their commitment to sustainability. Showing that you align with their mission can set you apart as a candidate who is genuinely interested in contributing to their goals.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize any previous experience in customer service, especially in the utilities or maintenance industry. Mention specific roles where you managed customer inquiries or scheduled maintenance work.
Showcase Communication Skills: Since excellent communication is essential for this role, provide examples of how you've effectively communicated with customers in past positions. Highlight your problem-solving skills and ability to handle complaints.
Demonstrate Customer Focus: In your application, express your passion for delivering great customer service. Share instances where you went above and beyond to ensure customer satisfaction, as this aligns with the company's values.
Tailor Your CV and Cover Letter: Customize your CV and cover letter to reflect the specific requirements mentioned in the job description. Use keywords from the listing, such as 'reactive maintenance', 'KPI', and 'Freshdesk', to show that you are a perfect fit for the role.
How to prepare for a job interview at Vital Energi
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this aligns with the company's focus on delivering a positive customer experience.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you've successfully resolved customer issues. Highlight your ability to think critically and act quickly, especially in high-pressure scenarios, as this is crucial for managing reactive maintenance jobs.
✨Familiarize Yourself with Relevant Systems
If you have experience with customer service systems like Freshdesk or Joblogic, be ready to talk about it. If not, do some research on these platforms to show your willingness to learn and adapt to new technologies.
✨Emphasize Team Collaboration
Vital Energi values teamwork, so be prepared to share examples of how you've worked effectively within a team. Discuss how you communicate with colleagues and contribute to a collaborative environment, which is essential for maintaining effective working relationships.