Job Title: Technical Solutions Advisor ( Must be DEA registered )
Location: Home based with occasional travel to Blackwood, Caerphilly
Role Type: Full time / Permanent
Hours: Mon-Fri 9am-3pm. 30 hours per week ( Flexible hours )
Reporting to: Head of Field
Essential Experience
· A minimum of 3 years as a practiced DEA
Salary: £20,000 annually, 10% performance bonus.
Benefits
· Annual Salary - £20,000
· Bonus – opportunity to earn up to 10% salary (performance-based, quarterly)
· Holiday – 22 days a year plus bank holidays
· Work-Life Balance – Flexible working culture, encouraging you to manage your personal commitments around your professional responsibilities.
· Location – work from home, requirement for office meetings in Blackwood maybe required, expense payable
Company background
Wholly owned by the Connells Group Plc (and ultimately by Skipton Building Society), Vibrant is the market-leading provider of Energy Performance Certificates (EPCs) to the UK residential housing market.
Its purpose is ‘TO MAKE EVERY HOME IN BRITAIN ENERGY EFFICIENT’.
Over the past 12-18 months the business has moved into the provision of home energy efficiency improvements, supplementing its market leading position in the EPC sector.
Heavily supported by a substantial investment from the Group owners, the business has an unmatched position from which to grow and dominate the residential energy efficiency assessment (and installation) market over the next 10-15 years.
Its client base is impressive with contracts in place with several blue-chip organisations (such as B&Q, Santander, and NatWest Bank).
Main purpose of the role
In your role as Technical Solutions Advisor, you will play a pivotal part in delivering and sustaining outstanding customer service. You will take ownership of the full ticketing process, from initial assignment through to final resolution. This includes working closely with customers and assessors to resolve all queries and complaints effectively across both the property services and energy sectors.
We are offering the opportunity to stay engaged with local EPC work in your area outside of your core 30 contracted hours, should you wish to explore additional opportunities.
Vibrant corporate values
· Being human
· Simplicity
· Find a way
· Resilience
· Care to own it
Key responsibilities
· Review all property services and energy services related complaint/query tickets to an end solution.
· Support the field team by offering regular, insightful feedback to help improve assessor performance.
· Engage with Field Management to proactively resolve quality and support development with Assessors
· Support the Field Service team with workflow bottlenecks and offer coverage during periods of staff leave to maintain continuity.
· Liaise with Field Management on quality issues of specific assessors, where the need arises.
· General administration support to the field managers.
· Handle and resolve customer complaints efficiently, ensuring a positive resolution while maintaining company policies and service standards.
· Investigate and escalate complex issues, collaborating with relevant departments to provide timely and effective solutions.
Desirable Experience
· Qualified in completing Legionnaires Disease risk assessment
· Experience as an Inventory Clerk
· Experience in effective resolution management
· Experience of the residential property services market; this could include estate agency, mortgage services, conveyancing services, and/or other associated service delivery.
· Experience working with a CRM system
Essential Skills
· Excellent organisational skills
· Ability to self-motivate and work on your own initiative
· Excellent IT skills
· Excellent customer service skills and the ability to build strong working relationships
· Analytical Thinking – Quickly identify the root cause of the complaint
· Negotiation Skills – Find a compromise that satisfies both the customer and the company.
· Decision-Making – Provide appropriate solutions based on company policies
· Efficiency – Resolve issues quickly without compromising quality.
· Show flexibility and adaptability to deliver a diverse range of products
· Embrace new products and processes within a changing business
· Take ownership of Continuous Personal Development
· Effective communication skills, verbal and written
· Home PC and Broadband connection
Your comprehensive skills will play a vital role in maintaining and expanding Vibrant's presence in the energy efficiency sector, contributing to our continued growth and commitment to delivering exceptional service levels to all our customers.
