Vibrant - Technical Solutions Advisor Job Advert

Vibrant Energy Matters, a property partner with national clients and reach, are actively looking for a Technical Solutions Advisor, responsible for maintaining and managing an exceptional level customer service.

• Home based with occasional travel to Blackwood, Caerphilly
• Mon-Fri 9am-3pm. 30 hours per week
• £20,000 annually, 10% performance bonus
• Full Time/Permanent

Who Are We? 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.

What is the Main Purpose of the Role?

In your role as the Technical Solutions Advisor, you will hold the critical responsibility of maintaining and managing an exceptional level customer service. you will take ownership of the processes to manage tickets from assignment to final resolution. Liaising with the customer and assessor to reach an amicable resolution to all customer complaints and queries across the property services and energy services sectors.

Key Responsibilities: 

• Review all property services and energy services related complaint/query tickets to an end solution.
• Support field management with feedback on assessor performance.
• Liaise with Field Management on quality issues of assessors.
• Support the Field Service team with bottle necks and to cover team members leave.
• 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.

Essential Experience

• A minimum of 3 years as a practiced DEA

Desirable Experience

• Qualified in completing LRAs
• 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

Vibrant corporate values

• Being human
• Simplicity
• Find a way
• Resilience
• Care to own it

Benefits

• 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 our Blackwood Office when required or from home