Customer Support Administrator

Company overview:

At Everwarm, excellence is not just an expectation; it's our standard. With a driven team of over 500 professionals, we are at the forefront of providing stellar asset and energy services across the UK. Our mission is simple yet powerful: to elevate the quality of life in the communities we serve by innovating and improving the spaces where people reside, work, and gather. We're currently seeking a Customer Support Administrator who shares our commitment to quality, service, and environmental improvement.

Role overview:

To be the first point of contact for customers contacting Everwarm with queries and complaints, dealing with bookings/appointments and entering data into company database.

Main Duties and Responsibilities:

• Working as part of a team to manage all inbound calls to the business, routing these to the relevant departments using our CRM to answer customer queries.
• Ad Hoc outbound dialing to support business needs.
• Manage inbound/outbound calls in line with departmental KPI’s.
• Dealing with emails in a timely manner, follow up and closure.
• Support the successful resolution of customer enquiries and complaints orally and written.
• Deliver to agreed contract service levels.
• Manage difficult, sensitive, and escalated calls to support customers through their journey.
• Instill a customer facing culture to deliver a first-class service.
• Build and maintain excellent relationships with customers/clients.

Skills and experience:

• Inbound/outbound call center/customer service experience.
• Customer journey experience.
• Exceptional communication skills with a genuine interest in helping and supporting people.
• Organised and efficient with excellent attention to detail.
• Proficient Microsoft Outlook, Excel and Word, and PowerPoint.
• Enhanced Disclosure Check

What We Offer:

• £23,400 per annum
• 37.5 hours per week
• Employer contributed pension scheme
• Employee Assistance Programme with 24 hours telephone and online access and 6 counselling sessions.
• 32 days annual leave (Inc. statutory bank holidays and Christmas and New Year Closure!)
• Get rewarded for innovation! Maybe you are the next James Dyson? Our Innovation Station rewards employees and their ideas that help continuous improvement across the business.
• Enhanced Maternity and Paternity Leave as part of our family-friendly benefits.
• Enhanced family benefits plus (buy/sell holidays, bike to work scheme, Healthshield care plan).
• Access to working group representatives including our ERC, Gender & Equality, and Ethnicity & Diversity for your voice to be heard and help us keep that personal touch.
• Sureserve Group Academy programme that acknowledges the success of our trainees and apprentices
• Sureserve Group Legends scheme, with a reward for the ultimate legend!
• Employee engagement events to bring together colleagues and families.

At Everwarm, we're deeply invested in fostering a culture of diversity, equality, and inclusion. We believe in nurturing talent at every level, providing a supportive environment where every team member can thrive.

Eligibility to work in the UK is required, and candidates may undergo background checks before starting employment.

Don't miss out on this opportunity to be part of a company that is making a real difference in the UK. Apply today to take the next step in your career with Everwarm.