About Us
SMS Plc are leaders in the smart energy revolution, fitting over a million properties with smart meters and counting. At the heart of the UK energy market for over two decades, we play a critical role in transforming and decarbonising the UK energy system.
We are proud of being both an equal opportunity employer and an accredited real living wage employer! We look out for our customers and our focus is ‘putting our people first’.
Our people enable us to do all of this by living our 5 core values: Safety, Customer excellence, Sustainability, Innovation and Pride
The Role
The successful candidate of the Contact Centre Advisor role will be working in a fast paced, ever changing environment with multiple priorities and targets.
The Contact Centre Advisor will play a crucial role in supporting our clients by ensuring their customers are successfully appointed to receive a new SMART meter via inbound and outbound telephony contact.
Working hours can range between 8am-8pm Monday to Friday and 9am-5pm on a Saturday, candidates must either be available to work evenings during the week or be available for weekend work
Key Responsibilities
- Contact customers with the aim to book appointments to fit new SMART meters.
- Receive and service inbound customer queries
- Proactively communicate with allocated engineers to ensure they are aware of any specific customer requirements
- Follow the abort process to endure that any incomplete jobs are reschedule and can be completed
- Follow all agreed processes to encourage a consistent approach to all tasks
- Work closely with Team Leader to deliver fair customer outcomes
- Submits accurate and timely reports to Operations Team Leader as required
- Works closely with other Operations functions and Team Leaders to share best practice
- Continually strive to achieve performance targets and delivering great customer interactions
- Positively engage with month performance reviews, coaching, feedback, and any other developmental opportunity to ensure continual improvement
- Build and maintain strong relationships with colleagues in the office and across the business
- Seek to continually improve the ways of working
- Strive to deliver the future of smart energy in line with our company vision and values
Educational Qualifications/Memberships
- 5 GCSEs, or equivalent (including Maths and English)
Skills and Knowledge
- Experience of working in a Customer Service environment, ideally within a Contact Centre, although not essential
- Efficient and concise communication skills
- Ability to work as part of a high performing team
- Has the natural ability to problem solve and is able to react and resolve back-office issues in an ever-changing landscape
- Ability to work well under pressure whilst constantly considering opportunity for improvement and development
- Computer literate,
- Confident IT ability
Personal Attributes
- Manages own workload effectively
- The ability to use own initiative with decision making
- Flexibility to support the requirements of the role
- Is an analytical thinker
- Excellent verbal and written communication skills
- Engaging and friendly with customers to secure work for our engineering workforce
- Attentive and able to listen patiently
- Is able to deal with situations in a sensitive and empathetic manner
- Is honest and trustworthy
- The ability to motivate others within the team
- The ability to build and maintain customer relationships to ensure customers are delighted and future growth opportunities
- Resilient and responsive to change
- Contributes to team development through sharing expertise
- Equipped to hit the ground running and deliver results at pace, while maintaining poise.
In Return
We support Mental, Physical and Financial wellbeing, and we're proud of our benefits package to reward great talent which includes:
- 25 personal holiday days per year with additional allocation of 8 public holidays (includes options to buy and sell)
- After 5 years’ service, you will be rewarded with an additional 5 days annual leave increasing your total to 30 personal days and 8 public holidays.
Smart Health
Keeping our employees mentally and physically healthy is one of the things that matters most to us.
- Employee Assistance Programme (free access to counselling & support) with easy access via My Healthy Advantage app.
- Access to SmartHealth app - includes a free 24/7 online GP and a range of wellbeing services.
- Cycle Scheme - lower your carbon footprint whilst staying healthy.
Smart Savings
- Eligibility to join our Share Incentive Plan following 6 months employment
- Life Insurance cover where your next of kin will receive 4 times your annual salary
- Refer a friend bonus (£500)
- Corporate season ticket travel
- Length of service cash incentive
- Automatic enrolment into the Company Stakeholder Pension Scheme following 3 months employment.
The future looks bright
Your development is important to us - we support and encourage development including internal and external accredited courses, study support and E-Learning and internal promotion.