Position Overview & Specifications

Data Energy Management Services is a well-established organisation providing account management support to Managing Agents that covers everything from finding lost meters to resident level billing and even Combined Heat & Power (CHP) generation.

The basic role is to deal with all areas of the billing and customer service area of the organisation. To ensure that all customer queries are always dealt with in a timely and professional manner. And to ensure that opportunities for new business are dealt with professional and appropriately at all times.

This developing role requires good organisational, numeracy, customer service, presentation, interpersonal, time management and communication skills. Training will be dedicated to the customer service role within the heat billing department.

Responsibilities

Act as initial point of contact for all customer queries either by telephone or electronically.
Respond promptly, professional and efficiently to all customer enquiries.
Log and resolve customer complaints.
Obtain and evaluate all relevant information to handle product and service inquiries.
Organise workflow to meet service level agreements.
Direct requests and unresolved issues to the designated resource.
Manage customer accounts, including but not limiting to; allocating and reconciling accounts for referral process.
Keep records of customer interactions and transactions.
Manage administration.
Communicate and coordinate with internal departments.
Demonstrate behaviour that is professional, ethical and responsible and service as a role model for all colleagues and staff.
Pro-actively promote the company’s mission, aims and ethos.
Get involved and participate in company marketing plans and activities as and when required.
Assist in any other related tasks requested by your Manager.

The Role: