Customer Service Advisor

Ignite Energy is a part of Inspired PLC, Inspired PLC is a UK market-leading technology-enabled provider of energy and sustainability advisory services. Since 2000, it has grown in scale and capability and is servicing over 3,400 UK and Irish clients across all sectors.

To enable businesses to respond to the climate emergency, we focus on solving their toughest challenges. By managing data comprehensively, sourcing energy sustainably, and reducing carbon efficiently, we allow our clients to control costs effectively, make authentic ESG disclosures, and improve their business performance, whilst powering their journey to net zero.

This role is ideally suited to a career-minded, ambitious individual who is looking for that unique opportunity to prove what they can do and then be rewarded for it.

We are looking for a Site Support Customer Service Advisor to join our successful Ignite Energy Site Support team. This role is an Office-based role.
 

Role and Responsibilities:

Front-line representative to answer customer inquiries and triage cases on the Site Support case management system. Address customer issues quickly, calmly, and confidently with service, delivery & technical solutions. Maintains a professional environment to solve problems and increase customer satisfaction.

Reporting to Site Support Manager

Daily management of the Site Support Customer Service cases as set by the Team Leader

Work in Collaboration with Site Support Team Technicians & Technical Manager

Read and comply with the company Health & Safety Policy; taking reasonable care for the Health & Safety of themselves and others; co-operate with managers and other employees in fulfilling our objectives and statutory duties.

Job Duties:

Answer phone calls and respond to emails.

Responding to & resolving customer inquiries & customer complaints.

Meeting customer Service Level Agreements SLA.

Raising & Resolving cases within Microsoft Dynamics 365.

Escalate cases to the Site Support technical team or other members of the team.

Update customer information in Microsoft Dynamics 365.

Track and process Service Call requests in Microsoft Dynamics 365.

Process Purchase Orders & Sales Invoices in Microsoft Dynamics 365.

Liaising with Sub-Contractors, FM Providers & Clients on a regular basis.

Performing administrative tasks assigned by the Customer Support Team Leader.

Ensure high levels of customer satisfaction.

Qualifications and Education Requirements

Essential:

Effective communicator and excellent Customer Service skills.

A team player who can use their own initiative and effectively manage their workload.

Excellent written and verbal communication skills.

Numerical skills, with the ability to do basic calculations.

Able to organise, prioritise and multitask.

Accurate record keeping.

Proactive and eager to learn.

Ability to handle both enjoyable and challenging conversations.

Commitment to providing an excellent service for our customers.

Desirable:

Working in a retail and/or sales environment or any role where the individual could handle customer inquiries and build their key skills, such as giving an excellent Customer Service experience.

Competency in Microsoft applications including Word, Excel & Microsoft Dynamics 365

Ability to commute/relocate

• Harrogate reliably commutes 

The shift rota will be, either 07:00am – 15:00 and 12:00 – 20:00

What we offer

• Training and development opportunities
• Company pension
• Flexible work hours
• Sharesave scheme
• Life insurance