Customer Service Advisor Remote
Amber
Full Time
Remote
23000 - 24000 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.
As a valuable member of the team you’ll be expected to share any feedback and insights from customers so we can maintain our continuous improvement efforts and improve the experience for residents.
We aren’t like other contact centres. This isn’t a hard-selling, high-volume environment. It's all about making sure our customer issues are fully resolved in a timely manner. We’re a team that enjoys group social activities as much as we enjoy helping our local communities and charity organisations.
We also understand how important a positive work-life balance is to you, so to help you give your best, we offer great facilities when you want to be in an office environment and support you to work up to 80% of your hours from home once you're fully up to speed, which typically takes 6 months. The role offers a 37.5-hour working week on a rotational shift pattern between 08:00 and 20:00 Monday - Friday and 08:00 – 12:00 Saturday (you are likely to work around 3 in every 7 Saturdays). The office is perfectly located for local transport and parking facilities. Whilst the role is remote, we would like you to come to HQ from time to time for team events. For this reason, living within roughly 2 hours of Cardiff would be required.
We welcome applications from anyone with the right values and behaviours and an absolute passion for customer service.
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.
Amber
www.amberlp.com
La Porte, United States
Raymond Shrum
$5 to $25 million (USD)
201 to 500 Employees
Company - Public
Construction
1991
