Callout Advisor

W Talent is delighted to be partnering with a growing organisation within the renewable energy and home services sector. Committed to delivering exceptional customer experiences, the business combines innovation, technology, and outstanding service to support customers throughout their journey.

As the business continues to grow, they are looking to recruit a Customer Service Advisor to join their friendly and supportive Customer Service team.

As a Customer Service Advisor, you will be the first point of contact for customers, providing an outstanding level of service across multiple communication channels, including telephone, email, and live chat.

You will be responsible for resolving customer enquiries efficiently and professionally, ensuring every interaction results in a positive customer experience. Working closely with technical teams and other departments, you'll take ownership of customer queries from initial contact through to resolution while delivering a caring, empathetic, and solutions-focused service.

• Respond to customer enquiries, complaints, and queries via telephone, email, and live chat in a professional and timely manner.
• Take ownership of customer issues, ensuring they are resolved effectively from first contact through to completion.
• Troubleshoot customer issues and liaise with technical teams where specialist support is required.
• Provide accurate information regarding products and services, ensuring the best possible customer outcome.
• Deliver a caring and compassionate service, adapting your approach where customers require additional support.
• Maintain accurate customer records by updating internal systems following every interaction.
• Manage the shared customer service inbox, ensuring emails are responded to and resolved within agreed service levels.
• Ensure compliance with company policies, procedures, and relevant industry regulations.
• Work collaboratively with colleagues across the business to continuously improve the customer experience.

• At least 12 months' experience within a customer service environment.
• Excellent verbal and written communication skills.
• Experience delivering a positive, right-first-time resolution for customers.
• The ability to work effectively in a fast-paced and sometimes demanding environment.
• Experience taking ownership of customer enquiries or complaints through to resolution.
• A genuine passion for providing excellent customer service.
• A caring, patient, and empathetic approach when supporting customers.
• The ability to work independently while also contributing as part of a team.
• Strong organisational skills and attention to detail.
• GCSEs (or equivalent) in Maths and English.
• Excellent listening, problem-solving, and relationship-building skills.

Salary & Benefits

• 30 days annual leave plus bank holidays.
• Private medical insurance (following successful probation).
• Life assurance (4x annual salary) following probation.
• Enhanced maternity pay (6 months after one year's service).
• Enhanced paternity pay after one year's service.
• Salary sacrifice pension scheme with employer contributions matched up to 6%.