ESSENTIAL EXPERIENCE & SKILLS TO SUCCEED:

• Minimum of 5 GCSE passes (or equivalent) to include English & Maths at Grade C or above
• Previous experience in customer service role, eg call handling, but may also consider retail and leisure
• Excellent IT, communication and people skills
• Ability to process large volumes of information quickly and accurately
• Ability to work on own initiative and prioritise workload
• A ‘can do’ attitude and eager to learn

ABOUT THE ROLE:

We are seeking a Customer Service Assistant to join our team! Our Customer Service Assistants are the first point of contact for potential and existing customers, stakeholders, and incoming calls. They play a key role in processing customer enquiries and providing best-in-class customer service to all our customers. Additionally, they provide essential administrative support within the Customer Services Team.

YOUR NEW ROLE RESPONSIBILITIES:

• Answer incoming calls demonstrating first-class customer service and delivering brand values, advising or redirecting as appropriate.
• Have excellent telephone manner, be enthusiastic with a ‘can do’ attitude.
• Administration of customer queries via email or online.
• Handle and resolve customer complaints in line with the company values.
• Take ownership of customer requests, aiming to provide 1st call resolution
• Customer Services administration as required.
• Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business.
• Provide cover for Reception as required.
• Undertake any additional duties as directed by the Customer Services Manager.