Our growing client are recruiting for a Customer Services Specialist reporting to the Head of Customer Experience.

The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. You'll also work on improving customer service processes and ensure customers are informed about the district heating services that they offer.

Key responsibilities:

Working under the direct supervision of the Head of Customer Experience
Proactively answering all incoming enquiries from customers and providing excellent customer focused outcomes.
Identify and alert management of events with potential high business impact or emergency.
Working with the Customer Service team to create, deliver and implement new systems and processes to continually improve our service to our customers.
Assisting in the generation of customer communications and documents.
To adhere to the quality assurance in place to ensure our customers receive best in class service.
To engage with first line responses on complaints
To gather and present adequate information to our customers on district heat networks and our service offer.
To investigate and reconcile accounts and meter readers in our billing platform and communicate / take action to resolve outstanding issues.
To produce, from the system, reports on account status and issue appropriate communications to customers to rectify.
To coordinate and represent servicing updates, forecast and progress reports to the business.
To reconcile debt and advise our customers on their debt levels, reporting the different levels of escalation where necessary.
To schedule and monitor different work orders for the engineering team and follow up with customers accordingly to confirm those appointments with trackers of progress.

Desirable Experience

Experience in Customer Services required with Call Centre / Helpdesk Centre experience desired.
Complete understanding of Microsoft Office solutions and generally technology literate
Comfortable in handling complaints.
Must have demonstrated ability to communicate effectively via email and phone. Good verbal and written communications skills in English are essential.
Must demonstrate ability to gather and present information and track deliverables across internal documents.
Experience in logistics desired – needed to allocate appointments with customers and engineers, ensuring there is no miscommunication between any parties involved.
A strong desire to provide excellent customer service on each interaction.
Must possess integrity and trustworthiness towards the company.
Must be able to find advise and solutions for customer queries and provide reliable information.
Must demonstrate team working, customer advocacy and administrative ability.
Must possess strong organisation skills and an eye for detail.
Must possess strong interpersonal skills.
Strong sense of ownership, urgency and work ethic
Ability to learn and work in multiple systems simultaneously.
Genuine interest in the industry and eagerness to contribute to a developing department.

Remuneration and Key Information

Remuneration: Base up to £23,500 (depending on experience).
Discretionary bonus based on individual and business performance.
An inclusive culture that promotes diversity.
Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year.
Pension plan provision.
Private health care scheme available.
Cycle to work scheme.
Electric Car lease scheme.
Health and well-being support.
Continuing learning and development opportunities.
Company PC/laptop, etc.

Customer Service Specialist