Customer Experience Specialist

Requisition ID: 19660

Domain: Support Services/Customer Services and Administration

Job Type: Standard
Schedule: Full-time

EQUANS are recruiting for a Customer Experience Specialist to be based at our office in King’s Yard, E15. This is a permanent full-time role working 37.5 hours per week. On offer is a salary banding of £23,000 – £26,000, dependant on skills and experience, as well as benefits package.

General Overview

This role will require a high standard of Customer Services and Administrative excellence, along with robust working practices needed to meet the challenges of this demanding environment.

Ideally with some technical/financial background would be of benefit, the successful candidates will also have strong MS Office skills and a ‘can-do’ approach to a variety of co-ordination and administrative functions. Ability to understand and demonstrate the Customer Journey is highly valued, same as use of Customer Relationship Management tools (telephony software, ticket management systems, Metering and Billing platforms, etc).

8am to 4:30pm or 9:30am to 6pm with 1 Saturday every 4 weeks 8am to 1pm

What will you deliver?

Assisting customers with their Metering and Billing enquiries
Processing payments, either in person or over the phone from residents
Resolving or escalating issues if required
Liaising with engineers and head office to coordinate work orders
Managing schedules and bookings for engineers
Providing reporting information to internal/external customers
Adhering to the Quality Assurance standards and client KPIs set by the company
Supporting Residential Services manager.

What can we offer you?

On offer is a salary banding of £23,000 – £26,000, dependant on skills and experience, as well as benefits package, which includes;

Hybrid working – 1 day per week (with a view to increase)
Pension Scheme
24 days annual leave (+ public holidays)
Life Cover equivalent to 1 times annual salary
24/7 Employee Assistance Program and access to mental wellbeing app
Employee discount shopping schemes on major brands and retailers
Gym membership discounts
Cycle to work scheme
Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Who are we looking for?

Previous Customer Services/ Administrative experience
Computer literate, including Microsoft packages
Excellent Customer Service skills
Previous Metering & Billing experience desirable
Ability to demonstrate multi-tasking skills and overcome logistical challenges
Ability to transfer skills across different systems and Teams

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