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About the job
COMM:UNITY COMM:UNITY is a rapidly growing part of amber energy. It is a specific service developed for clients in the Build to Rent (BtR) sector which enables them to provide their residents with unbeatable value, excellent customer service, and tailored help to reduce their utility cost and consumption. This growth is being driven by professional investors (e.g. Legal and General, Aberdeen Standard) who aim to provide a new, higher quality, more flexible, type of renting where the experience of residents is central to the offer, using innovative technology and services in order to make their customers lives better. COMM:UNITY provides residents with a level of customer service on their utilities that is not available from domestic energy or water companies including personalised advice on efficiency measures, on-site visits and events. This is where you come in you will be allocated up to 1,000 apartments across a handful of developments to become their Customer Experience Guru providing friendly, personable advice and support to encourage residents to engage with their utilities so COMM:UNITY can help them reduce usage and cost. If you want to reel off generic answers to queries in a call centre, blindly follow a script, never build a relationship with the person on the other of the end of the phone … … this is not the role for you. The RoleWe are looking for an experienced and personable customer service expert, with a strong background in on-going customer services, ideally (but not necessarily) from the domestic utilities or property sector.We are looking for someone who has a passion for delivering exceptional customer service and challenging the norm with innovative approaches. You will be passionate about engaging with customers via multi-channel communication, including e-mail, instant chat, social media, telephone and face-to-face events. You will be comfortable being accountable for performance against firm targets and KPIs that demonstrate to our customers in a transparent fashion the value of our services.Given the start-up nature of this business, the successful candidate will need to be comfortable responding to changing circumstances and challenges, and happy to support the definition and deployment of the customer service processes and systems, with hands-on involvement in delivery. As the business becomes more established its requirements will naturally evolve, creating a range of opportunities and roles. Key Responsibilities: To be accountable for the performance of customer services on the allocated sites (up to 1,000 customers) ensuring that residents get an unbeatable service. To build rapport with customers as the candidate would be speaking to the same customers on a regular basis and on site at events in person The role will include:Making customer move-ins / move-outs a genuine no hassle process keeping our systems up to date, providing welcome e-mails and completing the final bill process Raising bills on a monthly basis based on accurate meter readings to ensure that our customers are able to manage their budget appropriately Managing the direct debit process including making changes based on information collected and chasing any payment issuesDealing with queries from residents and landlord/operator and recording these in our CRM system on an ongoing basis Investigating unusual consumption patterns and data issues, liaising with technical teams as required on an ongoing basis Reconciling bulk and submeter data/bills and raising landlord bills on a monthly basis Arranging and running on-site customer service/knowledge events for residents (inc liaising with the marketing team)Complaint management and escalation where necessaryReporting customer service metrics to clients to help them understand their customers behaviours and provide benefits of improvements that will increase customer satisfaction levelsSo if you are up for the challenge of working in a modern, forward thinking, fun company please apply without delay!