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Job Title: Regional Customer Service OfficerJob Reference: WW-CS-RCSOSalary: £24,000 per year (Grade 1)Location: EdinburghHours: 37 hours per week, Mon-Fri (Standard office hours: 0900-1700 on a shift rotation)Holiday: 25 days annual leave + 9 public holidaysJob 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 ScotlandEnergy Saving TrustInstallation CompaniesGeneral 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.
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