Customer and Operational Support Advisor

Customer and Operational Support Advisor (12-month maternity cover contract)

At Pilot Group we believe in using technology to make the places we live and work SMART, SAFE and SUSTAINABLE.

Our businesses cover energy management, and traffic control systems, working across a wide range of commercial and industrial applications.

We achieve this by designing and investing in innovative products and solutions that reduce energy consumption and CO2 Emissions, enable management through data, and improve safety. We are committed to contributing to a low carbon future.

Our energy management system is a proven technology, reducing the gas consumption of our customers by an average of 43%. This year will see us enhance our product offering (energy measurement & analysis, Auditing, training etc) around a business all round utility spend, providing customers with products, but more importantly services that will allow them to become more energy efficient and ultimately reach net zero.
Role Purpose - Customer and Operational Support Advisor

The role of Customer and Operational Support Advisor is to support both EMS’s strategic agenda our customers’ Net Zero journey. This role will be offered on a temporary basis to cover a maternity leave for a period of 12 months.

If you are passionate about making a difference to our environment and have the skills, knowledge and experience which are laid out below, we would encourage you to apply.
Main Responsibilities - Customer and Operational Support Advisor

• Respond to customer Enquiries adhering to SLAs and KPI targets whilst providing first-class customer service support to our clients. This will include; Answering our helpdesk telephone line, answering our live chats, responding to emails, passing sales enquiries to our internal sales team to generate leads, raise technical hardware and software issues internally with our technical team and monitor to resolution (keeping the customer informed of progress)
• Keep our customer records up to date in our simPRO system/bespoke EMS/HubSpot and Zendesk
• Assist in onboarding our new customers by following our onboarding procedure and ensuring: Our new customers are set up in all systems, including HubSpot, simPRO and Zendesk, as well as our bespoke energy management system, User accounts are created in a timely manner following the installation of a new system, create site schematics using Visio/CAD for all new installations of our bespoke EMS system, system Training for new customers, and tracking through the first 12 months information to provide enhanced support and secure feedback
• Schedule installation and maintenance work
• Ensure engineers are given all the correct information required to complete scheduled work
• Book hotels for our engineers on a weekly or ad-hoc basis
• Provide first-line Support to engineers on the road, helping them to understand their daily workload and answering any queries relating to their daily tasks, stock requests and hotel booking
• Assist with Equipment Manufacturing (ad hoc) and keeping the Warehouse area organized and performing monthly stock checks (ad hoc)

Skills and Experience

• Excellent standard of communication skills, demonstrating emotional intelligence, empathy and patience, and ability to communicate complex information to multiple audience types
• Strong grammar skills, excellent written ability and attention to detail
• Inquisitive, logical, methodical and creative approach to problem solving situations
• Independent approach to work, highly motivated, with a strong drive to achieve goals
• Pragmatic approach to delivering to tight deadlines and targets - efficient, and an able to effectively manage time and understand priorities
  

Desired

• Level 4 NVQ in Customer Service
• Systems experience across; Zendesk, HubSpot, or simPRO
• Experience in a technical support/ software support role
• Experience in scheduling field support team
• Commercial HVAC industry
  

Recruitment Agencies;

The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV ‘sent in kind’ and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction.