Blue Arrow are currently recruiting for a number of Customer Service Officers for our client based near the city centre of Edinburgh. The role will see the successful candidates managing customer enquiries in line with SLA's and KPI's. The office is open between the hours of 9am and 7pm Monday to Friday, and you will work 37 hours per week on various shifts patterns to cover this. With excellent customer service skills you will ensure the customer journey is managed efficiently, with issues resolved in a satisfactory and swift manner.
Main Duties:
* Managing customer enquiries: you will ensure that all incoming customer enquiries are resolved to agreed service levels, with real focus on right first time resolution of all issues
* Ensuring that factual and relevant advice is presented to the customer
* Provide information and, where appropriate, make referrals on behalf of customers to relevant third parties for additional support
* You will ensure that your individual targets are met, and that excellent customer service is maintained
* Maintain an accurate and up to date basic knowledge of energy efficiency measures available on the programme
* Handle exceptions to customer journey: proactively identify and help to resolve any customers suffering delays or experiencing issues in progressing through the customer journey
* Work with local third parties: form relationships with key contacts at a local and regional level that can help to tackl...