Customer Service Administrator
About The Role
Agility Eco are searching for a Customer Service Administrator to join the team in Aylesbury!
The Customer Service Team sit at the heart of the company. Often the initial engagement for the customer journey starts here. You will have the opportunity to assist customers throughout their journey, providing a positive experience.
The nature of our programmes means that we are regularly dealing with vulnerable members of society and our team need to have the confidence, empathy, and understanding to talk effectively to these residents, and identify risks or home improvement needs.You will need to be passionate about helping people and suggesting solutions.
This is an office based role. This role also may require occasional evenings and Saturdays.
What you'll be doing:
- Provide information and support to customers across a range of energy efficiency programmes and community scheme initiatives via telephone and email.
- Confidently manage a wide variety of inbound and outbound telephone calls in line with our service level agreement, taking appropriate action to ensure customer/client satisfaction
- Deliver consistent excellence in customer service delivery.
- Demonstrate confident and professional dealing with customer complaints.
- Ensure consistent delivery of service against key performance indicators.
- Document customer engagement across business platforms.
- Working effectively with internal departments and industry partners to help deliver our full range of services.
- Ability to decide on the most appropriate means of communication (written and oral) and accurately deliver when updating, advising, and referring information to clients, customers, and industry partners.
- Recognise when to escalate queries and work opportunities to senior members of the team.
What we need from you:
- Previous experience within a customer service role
- Accuracy in reporting and administration
- Strong attention to detail.
- Ability to deal with difficult calls.
- Composure when faced with difficult situations / scenarios.
- Calm and professional manner when dealing with complaints.
- Time management
What we offer:
- Salary: up to £27,500
- 25 days annual leave
- 38.75h working week
- 2 paid Volunteer days annually
- Enhanced Maternity, Adoption and Paternity leave
- Pension Scheme
- Life Assurance
- Access to employee assistance programmes
- Online GP Service, 24 hours a day, 365 days a year
- Discounts with national retailers
AgilityEco value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
#AgilityEco #LI-SG1 #LI-Remote #appcast
About The Company
AgilityEco is a mission-led BCorp business that provides a range of services supporting energy efficiency and retrofit into domestic properties in Britain – especially in fuel poor and vulnerable homes.
AgilityEco has grown to become one of the leading delivery organisations for energy efficiency and retrofit programmes in Britain, supporting over 36,000 households in 2022/23, delivering nearly 95,000 energy efficiency measures and generating £75m in lifetime bill savings.Working with hundreds of partner organisations, including partnerships with 365 local authorities, we provide a range of services for energy companies, homeowners, installers, local authorities and social housing and private landlords. Find more on our brand here: https://www.agilityeco.co.uk/
Agility Eco is part of M Group Services, a trusted employer of over 11,000 skilled specialists, delivering a range of essential infrastructure services within the water, energy, transport, and telecommunications sectors in the UK & Ireland.M Group Services operates in an exciting industry that regularly presents opportunities for growth. In our commitment to the environment and society through our Environmental, Social, Governance (ESG) work, we are recognised as ‘Industry Top Rated’, and as a forces-friendly employer, we hold the Armed Forces Gold Covenant.
We work hard to build and maintain an inclusive environment where our people feel included and valued.