Customer Service Representative
Location: GB, , London
Employment type: Full-time
Required experience: Not Applicable
Required education: Unspecified
Industry: Renewables & Environment
Function: Customer Service
Salary range: 18000-20000
Company profile: SHS was the first Community Interest Company to be certified as a Green Deal Assessor Organisation. This allows our qualified Green Deal Advisors to undertake and lodge Green Deal Assessment Reports, complete ECO assessments and Energy Performance Certificates.The quality control systems and technical knowledge underpin our screening survey operations and proprietary software. Along with our area based stock screening approach, this service pre-qualifies households prior to a full assessment.Our experience in working with over 3,000 households highlighted the importance of ECO grants in creating attractive propositions for households. Although we are able to offer stand-alone Green Deal Assessment Reports, we would normally work with clients to target high potential ECO areas.
Description: SHS is now seeking a driven and reliable Customer Service Representative to play an important role within their busy Survey Booking team. You will be responsible for making a large number of telephone bookings with residents through both inbound and outbound calls and arrange for our on-site Assessors to undertake Energy Performance Certificates (EPCs) with them. These appointments will need to be coordinated and managed against the schedules of the Assessors across various projects, ideally trying to utilize each Assessor for as much time as possible in a day, therefore planning and organisation skills are a must. Once a resident has been spoken to and a booking made, the booking will be entered into the CRM so that the Assessors can keep track of their upcoming appointments, therefore some experience of using a CRM would be beneficial but not essential as full training will be provided.During the course of each day you will be speaking with a number of different people from a variety of backgrounds therefore you should be a ‘people person’ with a friendly persona who enjoys continual social interaction. Finally, due to the fast paced nature of the work, you should be someone who thrives in a busy, outgoing environment and is comfortable working at a high level of speed and accuracy every day.Key ResponsibilitiesTaking calls from residents who would have received our letters and are calling in to book an appointment or with queries regarding the work.Conducting call-backs to residents who have phoned / e-mailed / texted in their details requesting a specific booking day / time for their EPC appointment.Dealing with occasional customer complaints relating to the install work or the assessments.Liaising with our team of Assessors and ensuring they are aware of their upcoming appointments and the locations of these.
Requirements: Excellent phone manner with strong spoken English. The candidate must also be eligible to work in the UK and be able to start within 2 weeks.Outstanding customer service skills with a passion for consistently providing high levels of service and commitmentExcellent organisational and time management skillsStrong interpersonal skills, with the ability to build and maintain productive relationshipsAbility to work autonomously, taking initiative and ‘ownership’ of assignmentsSome experience working with a database / CRM would be highly desiredFlexibility to meet the needs of the role - including working hoursA Bachelor’s degree would be highly regarded but is not essentialA natural interest in sustainability, the environment or social enterprises would be highly regarded
Benefits: This is a fantastic opportunity to join a dynamic, entrepreneurial team and work with them to become the leader in their field and potentially grow into new areas moving forward. It would really suit a hard-working, conscientious individual who is excited by the prospect of working for a young, thriving organisation.As part of the team, you will gain a wider knowledge in sustainable solutions, particularly the cost-benefit implications of energy efficiency measurements and renewable energy technologies. Furthermore you will get an insight into environmental policies and the current government schemes. Finally you will gain experience and a deeper understanding of community-engagement strategies, collective thinking and what factors influence decision making within a community.
Fraudulent: 0