CUSTOMER SERVICE REPRESENTATIVE

CSRs will support the oversight and administration of the service division, support business unit development and team development. This includes coaching, development and reporting.

Job Title

Customer Service Representative

Level: Senior Advisor / Assistant TM

Job Description Summary:

Our Customer Service Team are responsible for interfacing with customers through inbound and outbound calls, live chat, email and social channels for the purpose of fulfilling service requests. Customer contact areas are focussed across four primary Business Units: Metering & Site Visits, Billing & Payments, Change of Tenancy & Move In Move Out and Registrations & Losses.

CSRs will support the oversight and administration of the service division, support business unit development and team development. This includes coaching, development and reporting.

Essential Functions and Core Responsibilities ( in addition to those of a CSA ) :

• Oversight of Online Customer Service; Social media; TP, FB, Twitter and Linked In,

• Administration of dialler reporting and daily work list assignment to the team

• COP reporting and exception escalation to management

• Daily assignment of work items to CSAs based on CRM and reporting server requirements

• Support in the training, development and induction of new starters

• Complete Quality Assurance and use this to bridge knowledge gaps across advisors through ongoing coaching and support

Essential

• Experience of oversight of a Team of people

• Experience of training and development of people

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Works productively and supportively with colleagues and team members.

• Works productively and supportively with external third parties and suppliers.

• Demonstrates the ability to influence internal and external stakeholders through effective reporting and insight

Desirable

• 12 months of utility experience would be advantageous, however training is provided

• Experience of Junifer CIS would be advantageous, however training is provided

Job Type: Full time, permanent, office based.

To apply, please send your CV and cover letter to [email protected]