**Job Summary:**
Join arenaflex, a leading renewable energy company, as an Experienced Customer Service Specialist and embark on a rewarding career journey. As a key member of our customer contact centre team, you will be responsible for delivering exceptional end-to-end service to our customers, providing technical support, and resolving complex issues. With a strong focus on customer satisfaction, you will have the opportunity to develop your skills and knowledge, progress quickly, and earn a competitive salary with high rewards.
**About arenaflex:**
arenaflex is a pioneering renewable energy company dedicated to helping one million homes and businesses cut their carbon emissions by 2025. We provide 100% renewable electricity, install heat pumps, support customers to generate and store their own power, and develop innovative tariffs to pay small generators fairly. Our values of being fair, straightforward, focused, and inclusive drive our commitment to creating a cleaner, greener future.
**Job Description:**
As an Experienced Customer Service Specialist at arenaflex, you will be working in a fast-paced, dynamic environment, taking calls and answering emails from customers who use and/or generate renewable energy at home. You will be responsible for:
* Providing exceptional end-to-end service to customers, resolving complex issues, and proactively keeping accounts healthy
* Taking full ownership and accountability for customer problems, finding ways to help them manage their account in a more self-sufficient way
* Supporting customers with a variety of queries, including taking meter readings, understanding bills and energy use, technical queries, and complaints
* Maintaining and growing our Trust Pilot rating, exceeding targets, and promoting our digital services, Smart meters
* Working collaboratively with the team to achieve customer satisfaction and business objectives
**Key Responsibilities:**
* Deliver exceptional customer service, resolving complex issues and proactively keeping accounts healthy
* Take full ownership and accountability for customer problems, finding ways to help them manage their account in a more self-sufficient way
* Support customers with a variety of queries, including taking meter readings, understanding bills and energy use, technical queries, and complaints
* Maintain and grow our Trust Pilot rating, exceeding targets, and promoting our digital services, Smart meters
* Work collaboratively with the team to achieve customer satisfaction and business objectives
**Essential Qualifications:**
* Excellent verbal and written communication skills
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced, dynamic environment
* High level of resilience and ability to deal with customer queries where you may not know the answer
* Strong desire to solve complex problems and exceed targets
* Ability to work collaboratively with the team to achieve customer satisfaction and business objectives
**Preferred Qualifications:**
* Previous experience in a customer-facing role, preferably in the energy or utilities industry
* Knowledge of renewable energy and energy efficiency
* Experience with CRM systems and customer service software
* Ability to work in a remote environment and manage workload effectively
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced, dynamic environment
* High level of resilience and ability to deal with customer queries where you may not know the answer
* Strong desire to solve complex problems and exceed targets
* Ability to work collaboratively with the team to achieve customer satisfaction and business objectives
**Career Growth Opportunities and Learning Benefits:**
* Opportunity to progress quickly in your career, with clear salary increase stages and high rewards
* Access to a comprehensive training program, including a 16-week training program and ongoing support and development
* Ability to develop a specialism in key technical areas of your role
* Annual £500 development allowance to spend on your chosen development area
* Opportunities to join our Good Career Programme, opening up a network of like-minded people looking to progress their careers and provide an opportunity to learn about all areas of arenaflex
**Work Environment and Company Culture:**
* Work in a fully remote environment, with the opportunity to tailor your work schedule to suit your individual needs and preferences
* Collaborative and supportive team environment, with a strong focus on customer satisfaction and business objectives
* Access to a comprehensive training program, including a 16-week training program and ongoing support and development
* Opportunity to work with a pioneering renewable energy company, dedicated to creating a cleaner, greener future
**Compensation, Perks, and Benefits:**
* Starting salary of £25,500, with the opportunity to earn as you learn and build up to £28,500 as you progress within the team
* Annual £500 development allowance to spend on your chosen development area
* 5% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business
* Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays
* Ethical Pension with Aviva: arenaflex offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary
* Great allowances for hybrid working: £500 work from home allowance, £500 travel allowance, and £500 annual development allowance
**How to Apply:**
If you are a motivated and customer-focused individual, with a strong desire to solve complex problems and exceed targets, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunities:**
arenaflex is an equal opportunities employer and welcomes applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation. We are committed to creating a supportive community where everyone has equal opportunities and encourages applications from people with diverse backgrounds and experiences.
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