Vibrant Energy Matters (VEM) | Blackwood | £26,436.80 per annum
Vibrant Energy Matters (VEM) is a leading provider of Energy Performance Certificates (EPCs) to the UK residential housing market. We are part of Connells Group Plc, ultimately owned by Skipton Building Society.
Our mission is simple: to make every home in Britain more energy efficient.
The Role
We are looking for a Service Delivery Agent to join our team in Blackwood. You will be a key point of contact for our customers, clients, assessors and internal teams, helping to ensure appointments run smoothly and enquiries are dealt with promptly and professionally.
Working in a busy scheduling team, you will manage bookings, respond to queries and resolve issues, providing a reliable and efficient service from the initial enquiry through to completion.
Key Responsibilities
- Book, amend and manage customer appointments accurately and efficiently.
- Handle enquiries by telephone, email, webchat and other digital channels.
- Resolve customer queries at the first point of contact wherever possible.
- Take ownership of issues and follow them through to resolution.
- Keep customers informed and manage expectations throughout the process.
- Escalate more complex issues to the appropriate team when required.
- Maintain accurate records of bookings, enquiries and customer interactions.
- Work closely with colleagues to support the smooth running of the scheduling team.
What We’re Looking For
- At least two years’ experience in a customer service or customer-facing role.
- Strong communication skills, both written and verbal.
- The ability to manage competing priorities in a busy environment.
- A practical, solution-focused approach to resolving queries.
- Good attention to detail and the ability to maintain accurate records.
- A calm and professional manner, particularly when dealing with challenging situations.
- A reliable team player who takes responsibility for their work and follows tasks through to completion.
- 30 days’ holiday, including Bank Holidays.
- Company pension.
- Free on-site parking.
Additional Information
This is a fully office-based position at our Blackwood office. You will be required to attend the office on all working days.
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