Helpdesk Administrator

Overview

Due to growth, we are currently recruiting for a Customer Service Specialist on behalf of a fast growing company who design, build and operate district heating networks. This work is for communities, towns, and cities. They work with local authorities, developers, house builders, and property owners.

Operating for over 10 years, they have a number of offices in the UK and also overseas. Their services include the design, installation, maintenance and management of plant rooms and heat networks on behalf of local authorities and property developers.

They are a fast-growing business who are looking to invest and deliver over 1bn of heat network projects in the coming years.

The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. You'll also work on improving customer service processes and ensure customers are informed about the district heating services that they offer.

We are looking for a customer service champion to join a growing team. Someone who is passionate about helping others and has a knack for solving problems. This role is perfect for someone with experience in customer service, ideally in a call centre or helpdesk environment. You'll be using your strong communication skills to answer questions, troubleshoot issues, and ensure customer satisfaction and company's success.

You have a genuine interest in the field and want to contribute to a growing department.

This is a permanent position, based in Rockcliffe, and is paying 26,228 per annum. Other benefits include bonus based on individual and business performance, electric car lease scheme, 25 days annual leave plus bank holidays, company pension, private healthcare, training schemes and development opportunities. It is working Monday to Friday, 37.5 hours per week.

Responsibilities

• Deliver excellent customer service across phone, email and digital channels, resolving enquiries efficiently and professionally.
• Manage customer accounts, investigating billing, metering and payment queries to identify and resolve issues.
• Respond to and support the resolution of customer complaints in line with company processes.
• Coordinate engineer appointments, monitor work orders and keep customers informed of progress.
• Produce customer communications, reports and account updates to support business operations.
• Identify and escalate incidents, risks or service issues that may have a significant customer or business impact.
• Work collaboratively across Customer Experience, Operations and Engineering teams to deliver a seamless customer journey.
• Support the continuous improvement of systems, processes and customer communications.

• Maintain accurate customer records and ensure all activities are completed in line with quality, compliance and data protection requirements.

Skills & Attributes

• Previous experience in a customer service, contact centre or helpdesk environment.
• Excellent verbal and written communication skills with the ability to explain technical information clearly and empathetically.
• Experience handling customer complaints and resolving issues professionally.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• Confident using Microsoft Office and learning new systems and technologies.
• A proactive, solutions-focused approach with the ability to work independently and as part of a team.
• High attention to detail and the ability to investigate, analyse and resolve customer queries.
• Experience coordinating appointments or working with field-based teams is desirable.
• A genuine passion for delivering excellent customer service and contributing to a growing, innovative business

Note:

- Apex Resourcing Solutions are acting as an Employment Agency