Our growing client are recruiting for a Customer Services Specialist reporting to the Head of Customer Experience.
The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. You'll also work on improving customer service processes and ensure customers are informed about the district heating services that they offer.
Key responsibilities:
Working under the direct supervision of the Head of Customer Experience
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 investigate 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 ap...