We’re on the lookout for a Customer Experience Advisor
As part of the Customer Experience team, you will need the confidence to communicate with customers whatever way they choose to get in touch with us. You will need to be a real people person with an enthusiasm for solving problems. You will deal with complaints, payments, refunds and most importantly helping our customers make the most of their energy efficient homes and save money. (and help save the planet!)
What we’re after
We want team players who’ll integrate well, pitch in to help others as needed, and make being at work at least something approaching fun from time to time. We’re a small but growing business, and you’ll need to be self-motivated, completely trustworthy and able to manage your own delivery to hit milestones. You’ll be flying the flag for us to partners, so being personable and a good communicator will be important. Being a bit “eco” definitely isn’t going to hurt either!
What we’ll be asking you to do
You will be responsible for supporting customers at every stage of the customer journey;
- Answering customer queries through an omni-channel contact solution
- Supporting customers to set up their accounts,
- Taking payments and issuing refunds
- Diagnosing technical problems that may have happened, working with our technical team.
- Following up on customer problems and following through until the problem is solved.
- Educating our customers on how the Sero energy system works and supporting their change to a zero carbon lifestyle.
- As this is a new function in Sero, this role will also involve some administration and supporting the delivery of the Sero Life customer offer.
What about skills & qualifications?
Previous customer service is an advantage, but you will receive full training in the role so attitude and personality is what really counts at Sero.
Strong oral and written communication skills are essential
We are looking for someone who loves to get things organised so that we don’t miss a trick for our customers.
Experience in a customer service role, within a regulated industry would be great.
What’s in it for you?
Diversity We actively look to reflect the variety of our world and welcome the widest diversity of applicants – it’s only your talent and experience that matters.
Permanent We’re a growing SME and see this role as a permanent member of our growing team. We’ve got lots of plans up our sleeves for exciting new things!
Working Hours We’re looking for about 37 hours a week for this role – what would generally be called Full Time but we’ll also consider applicants looking to work Part Time. How that breaks into days or a working pattern is flexible, we’ll be making sure that we create as flexible environment as we can whilst maintaining our required service hours for customers.
Working Times Our core hours are dictated by our service hours which are 08:00 until 17:00, working hours will be within these hours, depending on the agreed working pattern. We’ll be doing everything we can to offer the same level of working flexibility across the business. We believe work should fit around you and as our customer team begins to grow, we’ll truly be able to deliver on our ambitions here.
Location We’d like to see you in our Cardiff city centre offices often enough for you to be able to do the job effectively, integrate our ethos and work with the team. But otherwise, we’re focused on you doing the work, not where you choose to do it. We’re fully set up for virtual working! This role may require a little more contact initially as part of the training and development needed so be set up for remote working (subject to Covid-19 restrictions of course!)
Salary We’ll be competitive (of course). This also depends on what we agree between is your preferred weekly total hours.
Perks You’re helping save the planet!
Also, 6% pension contribution from us; healthcare with family & dental options; electric vehicle scheme; equity scheme; cycle to work scheme; training & development support of course; office fruit bowl & refreshments!
Who are we?
Sero was founded to make a connection between homes and energy, and to use technology to make both these easier and smarter together. We do this to save our customers money and to save them time, but we also do it to save our planet. To tackle the Climate Emergency, we provide clever energy services that automatically reduces the carbon footprint of the homes we run. To do this, we work with other home builders and landlords to help them understand what to do with their buildings to achieve this. We also try and lead by example, so through our sister company Sero Homes we build true zero carbon homes, set in ecologically vibrant spaces and places (there’s a and Biodiversity Crisis too!), so that our homes help to build a community.
If you think we’re a match, please get in touch! (as soon as possible) We’d like a C.V., but send it with a covering note too please that tells us why you’d be our perfect fit for our team. Your note can be a letter, email, video snippet, go crazy, give us a little bit of your character…