Our client, a fast growing and innovative business based in Carlisle, is looking for a Customer Service Specialist to join their team.

We are looking for a passionate customer advocate who truly cares about the service they provide to their customers, as an individual and as a business

This is a role for someone who wants to be solving problems, working out issues and thinking independently about how to overcome tricky situations. This is for a self-starting personality. The job requires someone organised and disciplined in their thinking and actions that can work in a team.

The successful candidate will need to be comfortable on the phone to customers of all backgrounds and will require resilience to defend the business interest and an empathetic and fair personality able to explain and present information appropriately.

Benefits

• Remuneration: £22,000 p.a. (depending on skills and experience)
• Eligible for a discretionary bonus based on individual and business performance.
• Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year.
• Continuing learning and development opportunities.
• Community volunteering opportunities
• Access to Employee Assistance Programme.
• Private health care scheme available
• Cycle to work scheme
• Pension plan provision.
• Company laptop.

Duties/Key Responsibilities

• Proactively answering all incoming enquiries from customers and providing excellent customer focused outcomes.
• Identify and alert management of events with potential high business impact or emergency.
• Working with the Customer Service team to create, deliver and implement new systems and processes to continually improve our service to our customers.
• Assisting in the generation of customer communications and documents.
• To adhere to the quality assurance in place to ensure our customers receive best in class service.
• To engage with first line responses on complaints
• To gather and present adequate information to our customers on district heat networks and our service offer.
• To look into and reconcile accounts and meter readers in our billing platform and communicate / take action to resolve outstanding issues.
• To produce, from the system, reports on account status and issue appropriate communications to customers to rectify.
• To coordinate and represent servicing updates, forecast and progress reports to the business.
• To reconcile debt and advise our customers on their debt levels, reporting the different levels of escalation where necessary.
• To schedule and monitor different work orders for the engineering team and follow up with customers accordingly to confirm those appointments with trackers of progress.

About you

We're looking for someone with exceptional customer service skills and experience in either a contact centre or helpdesk environment. You must have a demonstrated ability to communicate effectively via email and phone and be an excellent communicator in both written and verbal English.

You'll also have/be:

• Complete understanding of Microsoft Office solutions.
• Comfortable in handling complaints.
• Technology literate.
• Ability to gather and present information and track deliverables across internal documents.
• Experience in logistics desired - needed to allocate appointments with customers and colleagues ensuring there is no miscommunication.
• A strong desire to provide excellent customer service on each interaction
• Must possess integrity and trustworthiness towards the company.
• Must be able to find, advise and solutions for customer queries and provide reliable information
• Must demonstrate team working, customer advocacy and administrative ability
• Must possess strong organisation skills and an eye for detail.
• Must possess strong interpersonal skills.
• Strong sense of ownership, urgency, and work ethic
• Ability to learn and work in multiple systems simultaneously
• Genuine interest in the industry and eagerness to contribute to a developing department

Due to the location of the company offices you are likely to need your own transport in order to get to and from the office each day.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Austin Burrell