Customer Service Advisor

Who are Vital Energi?

Here at Vital Energi we are a leading provider of renewable energy infrastructure and systems to the public and private sector. We are supporting Hospitals, Universities, New Build 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 that are really making a difference to achieve our Net Zero targets, and we were recently recognised for this by our Industry Association, awarding us the Contribution to Net Zero award.

The Opportunity

Vacancies have arisen for the position of a Customer Service Advisor within our Customer Service Delivery (Metering & Billing) Team. Our M&B team currently manages the energy billing for core utilities including Heat, Electricity Water and Cooling for over 35,000 customers. As a result of a successful company growth, we are looking for a Customer Service Advisor based at our Head Office in Blackburn.

The Role

• Providing excellent customer service support to our Metering and Billing customers via telephone, social media and our in-house online ticketing system.
• Dealing with customer complaints with a Right First-Time approach.
• Escalating issues to the technical team or contracts team of the Metering & Billing Department.
• Providing 1st line technical support for customers who are experiencing technical difficulties with prepayment equipment (Training will be provided)
• Following internal escalation procedures for reactive engineer call outs
• Providing support to customers that are without services (electrical, heating, hot water) and work towards resolving issues on the call
• Processing bill payments and providing customers with their preferred method of payments.
• Provide help and support to our Vulnerable customers in line with company policy and procedures.
• Liaising with both customer and clients to ensure correct procedure is adhered to.
• Ensuring contract data is cleansed and maintained regularly in compliance with our contractual obligations.
• Ensuring that the company credit management system is updated with all communication and is the single source of information.

The Person

Skills/experience:

• Previous experience working within a customer service facing role.
• GCSE (Grades A-C/ 5 above) in Maths and English
• Knowledge & experience of working with customer service systems.

Competencies:

• Strong customer focus with excellent customer service skills including confidentiality, tact and diplomacy.
• Knowledge and understanding of GDPR regulations in relation to processing sensitive personal information.
• Strong attention to detail and accuracy
• A flexible approach to managing workload with the ability to work to deadlines and able to prioritise and perform tasks under pressure.
• The ability to communicate clearly and concisely at all levels using various methods of communication.
• Work effectively as part of a team and help build relationships within it to achieve team goals.
• Excellent working knowledge of Microsoft Excel, Word and Outlook
• Must satisfactorily pass CRB check (financial credit check)

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.
• Flexible working hours
• Free Onsite gym
• Cycle to work scheme

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.