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  • Job reference: RMS0161668

Customer Service Advisors

  • Sector: Power & Energy
  • Location: Cardiff
  • Job type: Contract
  • Date posted: 14/10/2015
This vacancy has now been filled.

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The Company:
Our client supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.

The Role:
Nest is the Welsh Government Warm Homes scheme working to help reduce the number of households in fuel poverty and make Welsh homes warmer and more energy-efficient places to live.

To identify and understand customer needs, delivering a first class customer service to the scheme, remaining committed to treating customers fairly and meeting agreed KPI’s.

Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries to deliver customer value at first point of contact.

Identify and understand customer needs in order to provide a consistently high quality service for all customers who are part of the Scheme.

Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service.

Investigate and resolve routine customer complaints to ensure delivery of an efficient and effective service to the customer.

Escalate any queries or complaints to the relevant team to ensure they are handled and resolved in a timely manner.

Identify any operational and regulatory risks, escalating as appropriate.

Operate customer related information systems to the required standard to maintain accurate and secure records.

Understand and adhere to the company and department standards, policies and procedures.

Adhere to the Competence and Training procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.

Essential Skills / Qualifications:
– Focused on delivering exceptional customer service
– Demonstrate a passion for customers
– Strong verbal and written communication skills
– Be able to plan and organise your workload effectively
– Good problem solving skills
– Self motivated
– Able to work under pressure and meet deadlines
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