Customer Services Coordinator - Installations

Energy Assets Group Holdings; London; On-site; GBP 25,000 - 35,000; Full time

Job description

Customer Services Coordinator - Installations

Our customer service advisors are responsible for providing a first point of contact for technical and administrative support to our engineers and other internal teams. A key responsibility of this role is to monitor and minimise manual commissioning of assets and to work towards communicated targets and KPI’s.

Working with us you will benefit from:

1. Competitive compensation package - you’ll receive a competitive salary starting of £25,077, plus the opportunity to receive an annual performance based bonus.
2. Work life balance – you’ll benefit from 30 days holiday, which increases each year to a maximum of 35 days.
3. Critical injury scheme – we take safety at work very seriously. There are high levels of risk mitigation in place to keep everyone safe and we take pride in the fact our safety statistics are excellent. However, you can rest assured in the event a serious injury occurred, you’ll receive support and financial assistance.
4. Down to earth and welcoming culture – you’ll be part of a friendly, welcoming, and diverse team who are really looking forward to receiving the next intake of new starts.
5. Future career opportunity – as we’re a large organisation covering end-to-end, meter-to-main solutions – there’s lots of opportunity to grow and progress your future utilities career further.

Key Responsibilities:

1. First point of contact to provide accurate and timely administrative support to internal and external customers.
2. Liaise with customers and suppliers as appropriate to ensure full knowledge of issues and to provide solutions as well as first class customer service.
3. Remotely programming the connection and setup files needed to take smart meter readings on behalf of various energy suppliers.
4. Skilfully use systems to ensure that information is recorded accurately and with attention to detail.
5. Troubleshooting communications issues with assets.
6. Managing various reports on Microsoft Excel and Access, managing SLA’s on any outstanding appointments to obtain the correct outcome regularly using VLOOKUP functions.
7. Investigating any errors internally with the system and the meter setups.
8. Responding to suppliers/internal emails with various queries.
9. Proactively look to improve efficiency and the customer journey.
10. Build strong relationships with other internal teams in order to achieve mutual understanding, sharing of knowledge and discussions around continuous improvement.

What we're looking for:

1. Ability to remain calm and in control of a demanding and varied workload in an often pressurised environment.
2. Ability to prioritise own workload, and knowing when to appropriately escalate issues or questions.
3. Attention to detail, and a pride in providing accurate and timely support.
4. Strong problem solving and issue resolution ability.
5. Good communication skills, both written and oral.
6. First class customer service skills.
7. Previous industry experience an advantage.
8. Ability to work together as a team and collaboratively across the organisation.
9. Ability to identify areas for improvement and raise as appropriate.

About us:

Established in 2005, we’re a leading, nationwide, utilities infrastructure business, providing innovative metering and data services, future-proofed network construction and ownership solutions, and low carbon service offerings. We partner with major energy suppliers and utility constructors to deliver our services to the UK's most prestigious brands and public sector institutions. We’re committed to inclusivity and welcome applicants from all walks of life who are legally eligible to work in the UK.