Customer Service Advisor Cardiff, Wales

Amber

Full Time Cardiff, Wales 23000 GBP ANNUAL Today

Job description

Description

As a Resident Services Advisor for Community Utilities, you are the front line of our business and an ambassador of our brand. You will naturally love to help people and fixing problems is second nature to you.

Your primary role will be to handle all inbound customer contact and provide a focused and friendly service with a strong ‘first time resolution’ mentality. This is a fast-paced job role handling a range of customer enquiries and escalations including payment issues, billing, and general service complaints. You will have experience of service across channels including webchat, email and telephone and social. You will have clear, empathetic and calm communication skills - both written and verbal. You’ll need to be digitally savvy to maintain secure, accurate customer records across a wide range of internal systems.

You’ll bring your personal style to all customer conversations, provide excellent service and ask the right questions to ensure we offer the best solutions to new and existing customers.

What will you be doing?

First time resolution of customer queries via chat, email, social, in and outbound telephony.
Complaints management.
Appropriate escalation and follow through to ensure resolution.
Liaising with resident site teams to resolve issues.
Administering customer accounts following all relevant regulations e.g., GDPR, PCI.
Achieving productivity and quality targets.

What does good look like?

Essential

A positive attitude and strong work ethic
Excellent verbal and written communication
Excellent interpersonal skills – building excellent rapport
Managing high volume inbound communications, via multiple channels
Great with detail and a passion for getting things done first time
Proactive with a passion for helping people and finding solutions
A team player who is keen to keep learning
Active listening skills

Desirable

Energy billing or a similar industry (Water, Broadband or Telco etc)
Complaint handling experience in a regulated environment

Why Choose Amber?

Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!

Private medical care
Birthday day off
Income protection
Monthly, quarterly and annual social events! Click here to view more on our trip away for Amberfest!
Enhanced primary and secondary caregiver scheme
Loyalty vouchers

Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds. We use blind sifting at application stage to support this, meaning your details are anonymised aside from your work and educational experiences.

About Amber

Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.

So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.

Post Jobs Online Apply Job