Customer & Operational Support Advisor

EMS - Customer & Operational Support Advisor

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, EV Charging 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 costs, enable management through data, and improve safety. We are committed to contributing to a low carbon future.

Energy Management Solutions Division - Customer & Operational Support Advisor

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 continue to enhance and develop our product offering by providing our customers with new and enhanced products and services that will allow them to become more energy efficient and ultimately begin a meaningful journey towards reaching net zero.

Energy Efficiency and the transition to net zero has never been more important, for our society and for individual customers looking to minimise their energy spend. This puts Pilot Group at the forefront of a key societal changes where we believe we can truly make a difference for the better.

If you are passionate about making a difference to our environment, and have a skill set that encompass much of the below, we encourage you to apply.

Main Responsibilities - Customer & Operational Support Advisor:

Customer Support:

• Respond to customer Enquiries adhering to SLAs and KPI targets whilst providing first class customer service support to our clients.
• Answer our helpdesk telephone line.
• Answer our livechats.
• Respond to emails.
• Pass 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 salesforce system.
• Assist in onboarding our new customers by following our onboarding procedure and ensuring
• Our new customers are set up in all systems, including Salesforce, Zendesk and our scheduling tool, as well as our bespoke energy management system.
• Logins 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.
• Publish release notes when out technical team update our energy management system.

Scheduling Support

• Schedule all installation and maintenance work.
• Ensure engineers are given all information required to complete scheduled work.
• Ensure stock is delivered to engineers/contractors ahead of works to be completed.
• 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.

Warehouse Support (adhoc):

• Assist with Equipment Manufacturing (adhoc)
• Assist in keeping the Warehouse area organized and perform monthly stock checks

Essential - Customer & Operational Support Advisor:

• Internal/ Customer Support Experience
• IT proficient - Microsoft Office essential - specifically excel
• Numerically competent with the ability to analyse datasets and produce reports in various formats.
• Inquisitive and logical approach to situations Independent and motivated approach to work
• Ability to communicate effectively with team and stakeholders
• Able to understand and articulate complex information
• Excellent Phone Manner

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.