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Customer Service Advisor

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Posted 4 days ago, valid for 18 days
Location

Edinburgh, City of Edinburgh EH1 3DX, Scotland

Salary

£24,000 per annum

Contract type

Full Time

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Sonic Summary

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  • The Regional Customer Service Officer position is based in Edinburgh with a salary of £24,000 per year.
  • The role requires managing customer enquiries, ensuring service levels align with SLAs and KPIs.
  • Candidates should possess relevant experience, although the specific years of experience required are not stated.
  • Key responsibilities include resolving customer issues, supporting complaints, and liaising with third parties to enhance the customer journey.
  • The position offers 25 days of annual leave plus 9 public holidays and operates on a standard 37-hour workweek from Monday to Friday.

Job Title: Regional Customer Service Officer

Job Reference: WW-CS-RCSO

Salary: 24,000 per year (Grade 1)

Location: Edinburgh

Hours: 37 hours per week, Mon-Fri (Standard office hours: (Apply online only) on a shift rotation)

Holiday: 25 days annual leave + 9 public holidays



Job Purpose:

To manage all customer enquiries, ensuring service levels are met in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).



Key Responsibilities:

Manage Incoming Customer Enquiries:


Resolve all customer enquiries, focusing on "right first time" resolution.

Provide relevant advice and make referrals to third parties when needed.

Maintain up-to-date knowledge of energy efficiency measures available.

Meet individual performance targets and provide excellent customer service.


Handle Exceptions to Customer Journey:


Identify and resolve delays or issues in the customer journey.

Build relationships with local third parties and liaise with subcontractors to smooth customer journeys, especially in cases of delays to installations.

Provide face-to-face support for customers with communication challenges when required.

Suggest improvements to service delivery and the overall customer experience.


Support Complaints & Appeals:


Handle customer complaints and appeals, ensuring compliance with SLAs.
Act as a key contact for complaints assigned by the Customer Manager or Senior Customer Service Officer.


Key Contacts:

Home Energy Scotland

Energy Saving Trust

Installation Companies


General Terms & Conditions:


No overtime payments for this role.

A Disclosure Scotland check may be required.
Employment may be terminated based on the results of the check.

Responsibilities may be reviewed and modified in consultation with line management.

This position does not involve line management duties.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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