The Call Centre Operator role comes with a starting salary of £23,500 + private medical, and bonus.

If you’re experience working in call centres / helpdesk centres, with strong communication skills and the ability to work proactively then submit your CV to apply today.

Reporting to the Head of Customer Experience you will:

• Proactively answering all incoming enquiries from customers and providing excellent customer focused outcomes.
• Identify and alert management of events with potential high business impact or emergency.
• Working with the Customer Service team to create, deliver and implement new systems and processes to continually improve our service to our customers.
• Assisting in the generation of customer communications and documents.
• To adhere to the quality assurance in place to ensure our customers receive best in class service.
• To engage with first line responses on complaints
• To gather and present adequate information to our customers on district heat networks and our service offer.
• To investigate and reconcile accounts and meter readers in our billing platform and communicate / take action to resolve outstanding issues.
• To produce, from the system, reports on account status and issue appropriate communications to customers to rectify.
• To coordinate and represent servicing updates, forecast and progress reports to the business.
• To reconcile debt and advise our customers on their debt levels, reporting the different levels of escalation where necessary.
• To schedule and monitor different work orders for the engineering team and follow up with customers accordingly to confirm those appointments with trackers of progress.

We are looking for someone with the following:

• Experience in Customer Services such as call centre / helpdesk centre.
• Full understanding of the Microsoft Office Suite
• Demonstrated ability to communicate effectively via email and phone. With strong written and verbal communication skills in English.
• Ability to gather and present information and track deliverables across internal documents.
• Experience in logistics would be desirable, to allocate appointments with customers and engineers, ensuring there are no miscommunications.

The Call Centre Operator role would suit someone who has:

• Strong sense of ownership, urgency and work ethic
• Able to learn and work in multiple systems simultaneously.
• Strong organisation skills and an eye for detail

• Starting salary of £23,500
• Discretionary bonus
• Other benefits incl. private healthcare scheme, electric car lease scheme etc