Contact Centre Advisor

Newcastle-Under-Lyme, England, United Kingdom

12/14/2024

Customer Support Specialist/Contact Centre Advisor (Smart Energy Storage Systems)


Location: Fully on-site at GivEnergy Head Office in Newcastle-under-Lyme, Staffordshire, ST5 9HX

Job Type: Permanent, 37.5 hours per week, Monday - Saturday, with shift times falling between 8:00am - 7:00pm

Salary Range: £22.5k - £30k pa DOE and qualification level

Are you a Customer Support Specialist looking for a new exciting role in the thriving world of renewable energy? GivEnergy need you to help us deliver exceptional service at every interaction to our product installers and end-users! Our market-leading products demand market-leading customer service.

Backed by our comprehensive industry and product training, if you are passionate about customer care and eager to grow into a more advanced technical support role, this could be the perfect opportunity for you to join us in Empowering Energy Freedom For All!

About Us:

GivEnergy are a globally established, leading energy storage manufacturer of electronic equipment designed to manage energy use and production. We specialise in a range of inverters and battery systems which allow our users to store their renewable/cheap-rate energy, ease pressure on the grid and save some serious money!

Key Accountabilities Include:

• Being the first point of customer service contact for customers, product installers and colleagues requesting support via phone, email and live chat.
• Escalating more complex technical requests to team leaders, ensuring the customer is kept informed of the process to manage expectations.
• Becoming a product expert using your knowledge to support queries and requests in a timely manner.
• Providing the best possible service achieving high customer satisfaction aiming for a first-time fix.
  
  

What We’re Looking For:

• 3+ years’ experience in a busy call centre environment.
• Experience with Zoho would be advantageous.
• Strong ability to multi-task with simultaneous call, chat and email support.
• Outstanding customer service skills showcasing your positive and helpful attitude with a commitment to ensure customer satisfaction.
• Great active listening and spoken communication skills to understand the needs of a wide range of customers, from electrical installers to non-technical end-users.
• Excellent written communication skills, including ability to type accurate file notes during calls, and compose professional written responses.
• Patience and empathy to guide and explain technical information to less technical customers.
• Interest in problem solving and issue identification.
• Ability to work alone but also as part of a team to achieve SLA’s.
• Confident user of IT systems, software and diagnostics.
• Familiarity with troubleshooting guides, FAQs, and technical documentation (preferred, but not essential)
  
  

Why Work With Us?

• Refer-A-Friend scheme (£500 per successful referral!)
• Make your birthday your own! We offer a paid day off to do whatever makes you happy.
• Work in friendly and supportive environment with a smart/casual dress code, and free company branded workwear provided.
  
  

* Electric Car Scheme to help employees get an electric car in the most affordable way. *

* Cycle To Work Scheme. *

• Reduced rate vehicle charging on-site.
• Full and ongoing training provided on GivEnergy products - a great first step into the thriving world of renewable energy!
• We love to home-grow our talent, so there’s plenty of opportunities to progress and grow and bags of continuous professional development.
• Terms apply
  
  

At GivEnergy, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.

We welcome applications from candidates of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.

We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.

Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift