Installations
Location
Leeds
Hours Per Week
40
£21000

About The Role

Customer Service Representative - Leeds - Salary from £21,000

 

Working within a vibrant contact centre environment you will be responsible for converting enquiries into sales opportunities for new boiler sales. You will provide aftercare support to customers by giving basic technical support to customers who’s boiler, controls or system may not be working and will take customers through a remote ‘Soft Fix’ process over the phone. In addition you will take and process payments from customers following installation of new boilers and heating systems.


As the initial point of contact for customers who are interested in details or quotes for new or replacement boilers, and repairs to existing boiler systems, you will be driven by your passion of providing exceptional customer service,  you will use your skills of building rapport, showing empathy where required and using open questions.

 
  • Manage incoming customer contacts in their chosen channel (call, letter, email, social media or chat) offering information, advice on Homeserve products and services, turning contacts into Sales leads and appointments.

  • Using an outbound dialler, make calls to customers who have enquired about Homeserve products on-line.

  • Where possible help customers with issues raised to prevent engineers from having to attend thereby improving customer service and reducing costs to the business from minor callouts.


  • Driving business performance by meeting and exceeding targets for appointments booked and quality.

  • Take ownership, follow through and make outbound calls where necessary.

  • Take responsibility for your own learning and development, sharing knowledge with colleagues and others. 

  • Resolve queries quickly and effectively in accordance with set targets and guidelines 

  • Match and exceed customer expectations by offering the highest level of customer service at all times 

  • Resolve customer complaints in a timely and professional manner and refer to the designated Supervisor where necessary 

  • Maintains personal productivity in line with the business requirements

  • Conducts own behaviour appropriately to safeguard the company reputation

  • Other work which may be required from time to time as directly by Management.

About You

To be successful in this role you will need to have the following knowledge, skills and attributes:

Essential:

  • Must be able to confidently communicate to a high standard 

  • Must be a team player who works collaboratively

  • Can adapt to a fast-paced environment and changing work load 

  • Level-headed with excellent organisational and time management skills 

  • Reliable and determined to excel in a target driven environment

  • Willing to work hard as part of the team but with the ability to work successfully using own initiative 

About Us

Here at HomeServe, we work hard to build an inclusive, supportive, fun and collaborative culture that empowers all our People to do the right thing.

Whether you work on the frontline, talking to Customers on the phone or in their homes or you work in our Support Functions, we focus on putting Customers' needs at the heart of everything we do.

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