Customer Service Advisor

We are currently recruiting for a Customer Service Advisor to join our client's Green Funding Solutions team.

This is a varied customer-focused role where you will support customers throughout their journey, answering queries, resolving issues and managing complaints through to resolution. You'll communicate with customers across phone, email and live chat, so we're looking for someone who is confident, empathetic and comfortable taking ownership of more complex enquiries.

You'll work closely with a range of internal teams and external partners to make sure customers receive the right support and a positive experience.

What you'll be doing

• Providing excellent customer service across phone, email and live chat.

• Handling enquiries from residential customers, housing associations, local authorities and other stakeholders.

• Taking ownership of customer queries from initial contact through to resolution.

• Identifying customer dissatisfaction and managing complaints from start to finish.

• Investigating more complex customer issues and finding practical solutions.

• Working closely with internal teams including Commercial, Construction, Health & Safety and Supply Chain.

• Liaising with third parties to ensure vulnerable customers and those with additional needs receive the appropriate support.

• Explaining Green Funding projects, energy-efficiency products and available solutions clearly to customers.

• Keeping customers updated and managing expectations throughout their journey.

• Identifying opportunities to improve processes and the overall customer experience.

• Maintaining accurate customer records and ensuring GDPR, complaints procedures and regulatory requirements are followed.

What we're looking for

We're looking for someone with strong customer service experience who enjoys solving problems and taking ownership rather than simply passing queries on.

You'll ideally have:

• Previous experience within customer service, complaints, contact centre or customer support.

• Excellent verbal and written communication skills.

• Experience handling challenging or dissatisfied customers.

• The confidence to manage a complaint or complex query through to resolution.

• Strong organisation skills and the ability to manage multiple open cases.

• A calm and professional approach when dealing with difficult situations.

• Strong problem-solving skills and the ability to turn complex queries into positive outcomes.

• Good attention to detail and accurate record keeping.

• The ability to work in a fast-paced environment where priorities can change.

• A positive, empathetic and customer-focused approach.

• The ability to build relationships and work effectively with internal and external stakeholders.

Desirable experience

It would be beneficial, but not essential, if you have:

• Experience working within energy, utilities, housing, retrofit or energy efficiency.

• Knowledge of energy-efficiency or grant-funded projects.

• Experience using Microsoft Dynamics or another CRM system.

• Experience using AWS/Amazon Connect for inbound and outbound calls, emails or live chat.

• Previous experience identifying process improvements or helping improve customer journeys.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.