Telephone Service Representative

JOB DESCRIPTION

Closing Date:

10 July 2024
Position Ref:

RD 1244
Location:

Flexible within Wales. Home-based or blended working (home and office-based from our office in Cardiff).
Hours:

Full-time
Salary : £23,900 per annum

WHO WE ARE

We are a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.
We don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding.

HERE ARE SOME OF THE BENEFITS WE OFFER:

We offer an outstanding pension scheme including employer contributions of up to 9%, 11% or 13% (age-linked).
Enhanced parental leave.
Private BUPA insurance.
25 days annual leave plus bank holidays, with service-linked increases as well as three goodwill days over the Christmas period.
Staff wellbeing allowance of up to £25 per month / £300 per year.

THE TEAM

Our Wales based advice centre delivers programmes for Welsh Government and service partners across the UK. Our team strive to achieve excellent quality results and advice to customers who require our support and guidance. We bring a collaborative approach to the challenges our customers face whilst always bringing the knowledge, leadership, and expertise to deliver a zero-carbon society.

THE ROLE

If you have experience working in a call centre, proven ability of delivering high standards of customer service and are interested in energy saving initiatives, we want to hear from you!
We are looking for individuals who are fluent Welsh speakers, to join our team who can work independently whilst working towards team targets. We’re looking for someone who has good IT skills, excellent telephone, written and customer care skills.

In this role you will ensure all enquiries are answered and accurately recorded within specified service levels and time scales. You will also be encouraging householders to take the next steps towards making energy efficient improvements to their home.

WHAT YOU’LL DO

Provide excellent customer service, exceeding the minimum standard of call quality required.
Ensure all enquiries are answered within specified service levels.
Ensure all enquiries are accurately recorded within specified timescales.
Provide timely and proactive follow-up information via telephone and via email.

WHAT YOU’LL BRING

A passion for customer excellence.
It is essential that you are fluent in Welsh.
Excellent communication, listening and advice skills.
Attention to detail for data input and quality.