Customer Services Advisor | SES Home Services

Customer Services Advisor

Heating and Drainage

Main function of job (in addition to these functions employees are required to carry out such other duties as may be reasonably required):

  1. Speaking to customers on the telephone to provide advice and information relating to the services we provide, including both inbound and outbound call handling
  2. Handle calls to schedule work for mobile engineers across all departments, with outbound calls to arrange second phase work
  3. Promotion of sales opportunities with existing customers, to include outbound calls to pursue open quotes.
  4. Liaison with Wholesalers regarding billing and operational customer issues
  5. Proactively handle complaints received by various channels in the first instance, log and record in line with company process


Main duties:

  1. Respond to enquiries on all aspects of various services provided to customers, including insurance claims, chargeable work, water and waste water account enquiries 
  2. Provide direct advice to customers about the billing and collection of water, wastewater and service charges
  3. Provide advice to customers about leakage, high consumption, and the consistency and quality of the wholesale service.
  4. Communicate with Wholesalers to resolve customer queries relating to billing and operational issues.
  5. Support upselling and cross-selling opportunities with existing customers
  6. Accurately capture and record all data, including customer permissions and ensure that all customer data is kept up to date
  7. Liaison with 3rd party companies and contractors to ensure all work is completed within appropriate timescales


Working conditions:

Office based call-centre environment with continual customer contact throughout the day.



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