[ref. b98742524] Rullion - Customer Service Advisor

Overview of the Role: The Energy Efficiency Scheme Coordinator will be responsible for supporting the successful operational delivery of the Great British Instillation Scheme, ECO 4, and other energy efficiency initiatives. This role focuses on improving the energy efficiency ratings of customers' homes through effective project management, first-class customer service, and collaboration with stakeholders.

Key Responsibilities:

• Provide expert energy efficiency advice to customers, working towards an NVQ qualification in Energy Efficiency advice.
• Manage and resolve customer complaints stemming from frontline advisor interactions, ensuring timely updates and thorough complaint handling.
• Identify trends, root cause issues, and training gaps in frontline advisor interactions to improve service delivery.
• Ensure excellent customer service and accurate data capture while reporting on various energy efficiency schemes.
• Work closely with your Team Manager and scheme leads to ensure the successful operation of projects.
• Manage customer data using Excel and MS Dynamics, tracking customers' progress through different stages of the energy efficiency journey.
• Communicate directly with customers, managing expectations and providing updates on project progress, including changes to the process or journey.
• Collaborate with contractors and customers to ensure all required documentation, including income and benefit information, is properly captured and recorded.
• Build strong relationships with internal teams, local council authorities, and external stakeholders to facilitate smooth project delivery.
• Take initiative in problem-solving and share best practices across the wider team.
• Support ad-hoc requests from the team and Team Manager to meet changing project needs.

Essential Experience and Qualifications:

• Proven experience in managing customer complaints via email and phone, handling them end-to-end.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Excellent numeracy, literacy, and IT skills, including proficiency in Microsoft Excel.
• Outstanding verbal and written communication skills.
• Strong empathy, patience, and a commitment to "doing the right thing" for customers.
• Ability to manage the demands of multiple internal and external stakeholders while meeting deadlines.
• High attention to detail in checking and inputting documentation and data.
• Adaptability to change and openness to taking on new challenges.

Desirable Experience:

• Experience with Microsoft Teams and MS Dynamics.
• Previous experience working with energy efficiency schemes or a customer-facing role within a regulated industry.
• Strong PC skills, including the use of database systems and customer management tools.

Personal Attributes:

• Proactive problem-solver with a strong initiative.
• A team player who builds strong relationships and works collaboratively across teams.
• Able to operate professionally when representing the company to stakeholders.

This is an exciting opportunity to be part of a team dedicated to improving energy efficiency in homes, helping customers save on energy costs while contributing to environmental sustainability.

Since 1978, Rullion has been dedicated to finding exceptional candidates for a diverse range of clients, from well-known brands to start-ups. As a family-owned business, Rullion is committed to honesty and credibility and aims to build long-lasting relationships with both clients and candidates.

At Rullion, we are a forward-thinking recruitment company providing talent consultancy services to a diverse client base, from small start-ups to large household names. We celebrate and support diversity and are dedicated to ensuring equal opportunities for both employees and applicants.Mwarren

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