Customer Service Advisor
Search, Edinburgh
Customer Service Advisor
Up to £24000 per annum
Search, Edinburgh
- Full time
- Permanent
Posted 1 week ago, 8 Nov | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: Req/657868
Full Job Description
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: 0900-1700 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.
Relevant jobs
- Call / Contact Centres Jobs in Glasgow
- Call / Contact Centres Jobs in Edinburgh
- Call / Contact Centres Jobs in Paisley, Renfrewshire
- Call / Contact Centres Jobs in East Kilbride, South Lanarkshire
- Call / Contact Centres Jobs in Hamilton, South Lanarkshire
- Call / Contact Centres Jobs in Cumbernauld, North Lanarkshire
- Call / Contact Centres Jobs in Stirling
- Call / Contact Centres Jobs in Coatbridge, North Lanarkshire
- Call / Contact Centres Jobs in Motherwell, North Lanarkshire