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Customer Service Advisor

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The opportunity

Due to our ongoing growth, we are looking for a Customer Service Advisor to play a leading role in the growth and management of our Customer Service Delivery in our Newcastle office.

  • location
    Location Newcastle
  • salary
    Salary Competitive depending upon experience

Key responsibilities

  • Communicating with residents and clients via letter, text or other means.
  • Reviewing and documenting the last service dates for each of the sites in preparation for monthly reports
  • Continuous monitoring of the plans to identify any issues and report findings to the Contract Managers
  • Reviewing the engineering capacity required and liaise with Contract Managers to identify any engineering resource gaps
  • Updating PPM and reactive stats per site and engaging with clients to increase uptake in both planned and reactive works
  • Reviewing CAFM documentation to ensure that all jobs that require a follow-up visit are booked in a timely manner
  • Manage multiple mailboxes relating to servicing and reactive works ensuring responses are within SLA
  • Answer calls within the agreed SLAs always giving the highest level of customer service
  • Responding to customer complaints and ensuring are responded to in line with the company complaints procedure through to successful resolution
  • Assist with the development and testing of processes and training documentation
  • Develop and maintain effective working relationships with internal and external customers
  • Utilise and assist in the development of the Job Logic Asset Management system
  • Take full ownership of issues to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services
  • Any other Ad Hoc duties as required
  • Absence covers for customer service and planning teams

Benefits

  • salary
    Competetive Salary (depending upon experience)
  • pension
    Contributory Company Pension Scheme
  • insurance
    Non-contributory death-in-service insurance
  • people
    Employee Assistance Programme
  • holiday
    33 Days Holiday including BH
  • flexible working hours
    Flexible working hours patterns
  • location
    Discounted gym memberships across the UK
  • Car Fleet
    EV charging points where possible
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If you're interested in this position, please email your CV to our HR department using the button below.

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North East Customer Service Advisor Customer Service Delivery

Notice to Agency and Search Firm Representatives: Vital Energi Utilities Ltd is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Vital Energi Utilities Ltd employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Vital Energi Utilities Ltd. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Applications will be processed within 28 days of receipt. If you have not heard from us within this time period it will mean that your application has unfortunately been unsuccessful. Thanks you for your interest in Vital Energi.

The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/ or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital status, physical disability or is disadvantaged by unjustifiable conditions or requirements.

Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply.