Vacancy Title

Senior Customer Support Advisor

Vacancy description

We are developing our customer service bureau and we require a Senior Support Advisor to work with one part time, Out of Hours employee, to provide first line support to residents with heating, hot water, metering & billing issues. Working with the Operations Manager you will be expected to help grow the team and take a lead in shaping and streamlining the company’s current support processes and procedures and implement a robust billing management system.

The company currently operates an open support line from 8am until 8pm, Monday to Friday and 10am until 4pm Saturday and Sunday. During a time of growth all operational staff are expected to help support this function, until the support team is at full capacity.

The successful applicant must have a hunger for progression and be confident and efficient with the ability to work within our small but very busy team, based at our head office in Bournemouth town centre. The company is growing at an exceptional rate and you will be expected to become a robust integral team member to help shape the company’s future.

Full training and support will be provided to the right candidate.

Reporting to

Operations Manager

Duties & responsibilities

  • Providing our customers with effective first line support, reviewing and rectifying the issue/query at hand via our online system, offering solutions to their needs/requirements via email or phone.
  • Managing second line support calls through to completion with the Technical and Software department.
  • Proactively reviewing online systems to capture and resolve issues before they are reported via the customer support line.
  • Contacting customers to advise on system faults and requesting they carryout necessary actions in order to rectify the issue.
  • Setting up new resident accounts.
  • Producing monthly performance reports to our clients.
  • Producing monthly Financial Summary and Consumption reports to clients.
  • Producing monthly/quarterly bills to be issued to residents via post and email and support and queries relating to their bills.
  • Continuously review current processes and procedures to ensure the support function runs efficiently and effectively.
  • Review and monitor the Out of Hours router to ensure all hours are covered.
  • Providing Administration support to the Operations Manager, as and when required.
  • Undertake such other duties as may be required within the general scope of the job.

Salary

£22k to £24k, dependant on experience

Holiday

20 days per annum,  increasing by 1 day a year for each full year worked up to a maximum of 30

Working week

37.5 hours a week, 8.30am to 5pm Monday to Friday (During this time of growth you will be expected to be flexible with your working hours to help cover out of hours support, as and when required).

Future prospects

This is an exciting opportunity to join a young company moving into a stage of accelerated growth. There is ample opportunity for your roll to develop as the company grows. There is huge potential for career development with the opportunity to progress quickly which is mainly dependent on the candidate’s capabilities and ability to develop new skills and add value to the company.

Employer description

Minibems is an exciting young company on its way to disrupting a number of established industries.

Minibems delivers a managed heating service to residents using an IoT smart controller. The managed heating service encompasses the delivery of energy efficiency, remote fault diagnosis and the metering & billing of heat.

Location

Bournemouth Town Centre

Skills required

Essential skills

  • Experience of working in a fast paced office/contact centre environment
  • Efficient within Microsoft Word and Excel
  • Confident Customer service skills- experience gained either over the telephone or face to face. You’ll need to be able to fulfil customer’s needs effectively showing ownership, empathy and resolution
  • Experience with using company IT platforms, databases etc.
  • Experience with reviewing and implementing company processes and procedures
  • Good organisational skills
  • Ability to demonstrate and practice common sense
  • Shows initiative and forward thinking

Desirable skills

  • Management experience
  • Experience working within the heating, utilities industry

Personal qualities

  • Confident
  • Hunger to want to learn and continually develop and take on more responsibility
  • Problem solving approach
  • Hard working and willing to put in time where needed
  • Team player
  • Loyal
  • Well-mannered
  • Resilient, Self-disciplined and motivated
  • Think logically
  • Attention to detail
  • Proactive

Closing date of application

As soon as a suitable candidate is found.

This job description may be subject to change, in consultation with the post holder, in response to new circumstances.

Application method

Suitable candidates should apply directly to Minibems. Please send a CV and covering email expressing your suitability for this role and reasons for applying to sara.budd@minibems.com.

For information or an informal chat about the post, please call Sarah Budd on 0800 520 0135 or email at sara.budd@minibems.com.

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Get in touch

Call the Minibems
experts on 020 3411 4170 for further information.

For heating, billing and customer support enquiries call 0800 520 0135.
Email Minibems info@minibems.com