Company description
Watkins Energy is an exciting new energy company providing heat to residential and commercial customers for the purpose of heating their properties and providing hot water.
With a growing specialist Customer Care Team providing metering and billing services and full front-line customer support - including for maintenance, servicing and repairs, Watkins Energy is becoming the face of heat supply services for consumers on many new Developments in and around London and the South East. With a customer service approach underpinned by always putting our customers first, pre-empting their needs and establishing a relationship built on confidence and trust we hope to become the heat provider of choice.
Our work environment includes:
* A supportive and inclusive work culture
* Growth opportunities
* On-the-job training
* Modern office setting
Job description
Objective/purpose
Our Customer Care Team provides the highest level of customer support via telephone, email and online. As Customer Care Advisor you will be the first point of contact for customers and will be a member of a fast-paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next steps and helping customers to get the help and support they need.
Principal roles and responsibilities
* Setting up new customer accounts and making welcome calls.
* Setting up and managing Direct Debits for customers.
* Closing customer accounts when customers move home.
* Supporting with the monthly billing run and credit control process to minimise and reduce our debt exposure.
* Interacting with customers daily, via telephone or email, responding to their questions and service requests confidently and resolving any queries or issues within the timeframes set out in our Guaranteed Service Standards.
* Successfully managing and resolving customer complaints or concerns, proactively implementing any lessons learnt to improve future service delivery.
* Effectively diagnosing heat supply issues for customers and taking appropriate action to rectify within the timeframes set out in our Guaranteed Service Standards.
* Supporting with other tasks as required by the Customer Care Manager.
* Emergency Out of Hours Cover.
Knowledge, Skills and Experience Required
Essential:
* Customer service orientated with strong customer communication skills, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service role is essential.
* Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers.
* Excellent written communication skills.
* Must be a team player.
* Strong attention to detail.
* Self-starter, driven by success and able to work well under pressure.
* Organised and methodical with the ability to prioritise and maintain an orderly workflow.
* Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
* Awareness of legislation and requirements surrounding data protection and privacy.
Desirable:
* Previous experience in a fast-paced customer service role.
* Working knowledge of customer service software, databases and tools.
* Working knowledge of metering and billing software, databases and tools.
Job Types: Full-time, Permanent
Pay: £24,000.00-£25,000.00 per year
Benefits:
* Company pension
* Life insurance
* On-site parking
Schedule:
* Monday to Friday
Education:
* GCSE or equivalent (required)
Experience:
* Customer service: 2 years (required)
Work Location: In person
Application deadline: 20/09/2024
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