Service Delivery Advisor Location : Blackwood, Caerphilly Role Type : Full time Hours : Mon-Fri, 40 hours a week Being Vibrant Be Human. Keep it Simple. Find a way. Be resilient. Take ownership. Vibrant Energy Matters Ltd is a fast-growing property services business, delivering a range of solutions to estate agents, social housing providers, and the public. Its current revenues are £7m per annum with a business plan to grow its revenue and profit considerably over the next 3-5 years. The business has a corporate shareholder profile, being owned by the largest estate agency business in the UK (the Connells Group with a revenue of £1bn and annual profits of c£111m). The business is investing heavily in technology to be able to deliver a market leading customer experience, with these advances being a key part of the business plan over the next few years. Vibrant is a high volume, transactional business, currently performing over 500 transactions per day across the whole of the UK, through use of its home-based Property Partner network. Job Description You will own all communications with our customers and clients, this could be inbound queries or outbound calls to provide resolutions to their needs. You will utilise all appropriate systems to achieve a successful outcome to all customer queries ensuring a “right first time” mentality is upheld. Providing customers with service excellence is a key element of the role. The role is pivotal in ensuring our customers receive a speedy response and resolution to their query. You will book appointments with customers, answer questions regarding our products and services and will act as the first point of contact for all enquiries. You will also be responsible for liaising with customers and our field teams to schedule and book in appointments for all our products i.e. Energy Performance Certificates and Property Reports (including inventories, check outs & legionella risk assessments). Key Responsibilities Booking appointments with customers efficiently and accurately, providing full notes and details as required Resolving customer queries and questions around bookings and products with a ‘right first time’ mentality Providing excellent customer service in every interaction and being a front-line representative of Vibrant Assisting and supporting any overflow field team queries regarding scheduling and booking diary movements and changes, ensuring correct communication channels are utilised and the relevant stakeholders are informed as per process Skills Communication Skills: essential for effectively interacting with customers and the field team both verbally and in writing Customer Service Excellence: ensuring a positive experience for all customers and clients in every interaction. Problem-solving and resolution: efficiently address customer queries, provide solutions, and resolve issues promptly, with a right first-time approach. Organisational Skills: necessary for handling multi-channel contact, booking and managing appointments and diaries and managing details with accuracy and at pace in an agile and forward-thinking manner. Interpersonal Skills: ability to collaborate and liaise effectively with both customers and field teams, fostering a ‘one team’ mentality and positive relationship building and clear communication channels. Adaptability and Flexibility: being able to handle to support overflow queries from field teams, adjusting diaries and managing changes whilst adhering to processes and informing stakeholders. Product and Service Knowledge: understanding the company’s offerings of EPCs, Inventories etc to address customer inquiries accurately and support field workers. Time Management: Efficiently manage appointments and queries to ensure a speedy response and resolution for customers and clients.