Job Description

You will be ensuring that orders received by Vibrant are called and booked in a timely manner, to ensure our clients can market or rent their properties quickly.

You will be responsible for liaising with customers and our field teams to schedule and book in appointments for Energy Performance Certificates and Property Reports (including inventories & Legionella Risk Assessments)

A natural results-driven problem solver you will look to take ownership of cases and drive them through to successful completion for our customers, meeting and exceeding KPI’s. Exceptional customer service will be the driving force behind all that you do.

WORKING HOURS

You will be required to work a rotating shift pattern between the hours of 8.30am to 8pm Monday to Saturday

Currently our opening hours are Monday to Thursday 8.30am to 7pm, Friday 8.30am to 5.30pm and 9am to 1pm on a Saturday. Late Shifts are worked at 1 per month, with Saturday’s currently 1 in 4.

VIBRANT CORPORATE VALUES

• We deliver excellence through service
• We are flexible and welcoming change
• We dedicate ourselves to learning and continuous improvement
• We celebrate success in all of its forms!
• We are passionate and committed in everything we do
• We find solutions!
• We make a positive difference to our customer and the environment

KEY ACTIVITIES

• Responsible to making outbound calls to book appointments with customers
• Responsible for coordinating and booking assessor diaries using the diary booking system
• Responsible for booking appointments with customers, quickly and accurately
• Responsible for finding ways to secure an appointment with difficult to reach

KEY PERFORMANCE INDICATORS

• KPI 1 – Order to booking (within 4 hours)
• KPI 2 – Utilization (% of Bookings)
• KPI 3 – Accuracy of Bookings

Experience:

• CUSTOMER SERVICE: 1 year (Required)
• Call Centre: 1 year (Preferred)

Job Duties:

• Answer incoming customer inquiries
• Stay up-to-date on new products, services, and policies
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies

Required Knowledge, Skills, and Abilities

A minimum of 5 GCSE’s (or equivalent qualifications), with passes at Grade C or above. A relevant customer service qualification, such as NVQ Level 2 Demonstrable experience of working in a customer focused. Demonstrable experience of scheduling/diary management. Demonstrable experience of working in a high volume telephone environment. Experience of the residential property services. Experience of energy efficiency products (commercial or residential). Excellent Customer Service Skills. Very strong verbal communication skills. Excellent team player with a hands on approach. Ability to listen attentively, identifying important information and capture that data. Strong Organizational Skills. Resourceful and a good decision-maker. Strong computer skills, particularly typing skills and the ability to use Microsoft Computer Packages and the Internet.