Customer Service Advisor

Customer service Advisor

12.48 P/H

37 hours per week

6 Months contract with possibility of extension.

Shift Patterns Between 08:00- 18:00 Monday - Friday

Hybrid - 1 day in the office each week, once 2 weeks training is completed in the office.

Office Location - 2 Burton St Nottingham NG1 4BX. Trinity House - parking at Trinity Square (2-minute walk) - Buses available (3-minute walk) based in the town centre

Overview of the role

• Will be responsible for supporting the successful operational delivery of Great British instillation scheme, ECO 4 and other able to pay options to support our customers in improving the energy efficiency rating of their home.
• Delivering First Class Energy Efficiency advice working towards an NVQ in EE advice
• Owning and managing complaints on the back of front-line advisor interactions
• Identifying trends and route cause issues as well as training gaps within the advisors first call interactions
• Delivering excellent customer service, accurate data capture and reporting on your schemes, working closely with your Team Manager and Wider scheme leads.
• Managing customer data using Excel and MS Dynamics to support the day to day tracking of residents throughout different stages in their journey.
• Having direct customer communication and managing expectations, contacting customers to explain any changes to the project process or customer journey. Updating your customer regularly on the progress of their complaint
• Being adaptable to take on ad-hoc requests from your team and Team Manager to support changing project needs.
• Working with contractors and customers to ensure all compliant documentation is recorded in the application. Including capturing income and benefit information direct form the customer
• Representing the team by building strong, effective, and productive relationships across wider business and external stakeholders, including Local Council Authorities.
• Problem Solving, being proactive and taking initiative to find solutions and share best practice across the wider team.

Experience and Qualifications

• Excellent organisation skills and the ability to prioritise.
• Have experience in managing customer complaints via email and telephony end to end.
• Good numeracy, literacy and IT skills (inc. Excel)
• Great verbal and written communication skills
• Have a strong desire to "do the right thing" be able to show empathy and patience for your customers through brilliant conversations.
• Able to manage the demands of multiple stakeholders, internal and external, delivering to agreed deadlines
• Great attention to detail when checking/inputting documentation and data
• Adaptable to change and can take on new ideas and challenges
• Able to operate in a professional manner when representing E.ON to stakeholders
• Experience with Microsoft Teams and MS Dynamics desirable
• PC skills

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.