Connected Customer Services Advisor Operations

We are recruiting for a Connected Customer Service Advisor to join our team. You will assist with the day-to-day service provision of our Connected subscription products, reporting to our Connected Operations Manager. The position will be full-time and permanent, on an annualised hours contract.

You’ll be in charge of converting new Connected sales leads, assisting customers throughout the sales process, providing expert knowledge and support in regard to monitoring customers’ oil levels, processing orders, expertly dealing with customer inquiries via phone, email, or Live Chat, and communicating with suppliers and internal departments.

You will conduct all tasks in a positive and initiative-taking manner to contribute to a positive team spirit and the general success of the Connected service. You will be a seasoned customer care representative who is comfortable dealing with difficult customer issues and will take responsibility for them. This is a higher-level customer service position, therefore familiarity with Excel and data analysis would be helpful.

About us…

Although you may not have heard of BoilerJuice, we are an established company with a proven business model and over 250,000 customers across UK and USA. We are different from a lot of other ecommerce businesses because the organisation for delivering domestic heating oil are a bit more complicated than for many other products you can buy online!

We are investing for further growth, but this is not just scaling up to do more-of-the-same. BoilerJuice has achieved remarkable success as a heating oil marketplace and a virtual utility in the UK and recently the US. However, to achieve the carbon reduction targets that the government has committed to, oil heated houses need to switch en-masse to renewable heating systems. Rather than seeing that as a threat to the continuity of the oil market, we see that as a real opportunity to work with our customers as a trusted partner on that journey to build a large-scale renewable-heating marketplace. The first step towards renewables is the Connected subscription product, which gives us much better understanding of our customers’ energy needs.

Whilst we’re excited about what we do, we like to think we’re relatively down-to-earth. We don’t have a big hierarchy, a special dress code, or a company song about heating oil.

 As part of the role, you will…

• Follow the Connected product’s operating operations, which include daily quoting and quotation chasing, tank level monitoring, and order generation.
• Direct interaction with customers, either over the phone or via email or chat.
• Respond to customer inquiries quickly and accurately.
• Deliver the greatest quality of service possible.
• Before starting discussions with consumers about confidential information such as account transaction details, address details, and so on, make sure you respect GDPR requirements in relation to customer data.
• Assist customers on their journey from registration to fully operational status by guiding them through operational processes.
• Ensure customer happiness throughout their contract and resolve any concerns that arise in a timely and effective manner.
• In the customer account notes, accurately record information of any inquiries, comments, complaints, and actions performed on behalf of the customer.
• Maintain accurate records of reporting requirements as needed
• Communicate and cooperate with various internal departments with a “can-do” attitude
• Help promote the company, inform customers about services that could suit them and suggest products that may be of benefit to them
• Any other activities that will further the Connected proposition as defined by the Connected Operations Manager
• Act as a ‘expert agent,’ receiving escalations from the customer care team relating to more complicated queries/complaint escalation
• Deal with complex client queries and address them quickly
• Be able to dig deep into reoccurring issues and escalate them to the Connected Operations Manager
• Complete day-to-day process requirements for customers who are either signing up or who are fully operational, such as chasing down missed payments, pursuing down monitor installations, and providing sign-up support, among other things.

You will have…

• Previous experience of working in a telesales or contact centre environment
• Ability to analyse problems quickly, manage multiple tasks and be good at problem solving
• A friendly and professional telephone manner
• Excellent interpersonal, oral, and written communication skills
• Excellent attention to detail and accuracy
• The desire to go beyond to help customers
• Show commitment for the business, our customers, and partners
• Experience dealing with complex customer queries
• A curiosity and desire to learn and a willingness to teach and encourage others
• Ability to work at a fast pace and absorb information quickly
• A confident and self-motivated outlook
• Some experience using data or collecting information from customers
• Excel experience to record information and present findings to Connected Operations manager

Your success will be measured by…

• 100% rota adherence
• Connected NPS >70 each week
• Customer Quality scores at company target
• Achievement of all individual and team KPI’s including calls per hours and Average handling time
• Personal development milestones being met
• Performance Connected service where appropriate

The reward…

• Salary: £23,000 per annum
• Bonus: Up to 10% of your salary
• Healthcare: Bupa Employee Assistance Programme and Private Medical Healthcare (on completion of probation)
• Pension: Company and personal contribution (on completion of probation)
• Holiday: 25 days per annum plus bank holidays (pro rata for the period joined)
• Gym: Subsidised gym membership (on completion of probation)
• Perks at Work savings & discount website
• Free weekly Bootcamp classes
• Life Insurance 4 x salary
• Cycle to Work & Electric Car salary sacrifice schemes

Location…

This role will be based in our office in St Ives, Cambridgeshire with the opportunity to work from home 2-3 days per week.

Apply…

Please send your covering letter and CV to jobs@boilerjuice.com

At the time of starting their employment, the successful candidate must have permission to work in the UK

Closing date 24 June 2022