Full job descriptionTemp to Perm Contract
We are currently working with a rapidly growing business in the UK electric vehicle sector, providing affordable EV charging solutions to households nationwide. Based in Salford, Greater Manchester, our client is expanding its Customer Service team due to continued growth and increasing customer demand.
This is an exciting opportunity for a professional, proactive and customer-focused individual to join the business as a Customer Service & Outbound Engagement Advisor. Combining inbound customer support with proactive outbound engagement, you’ll play a key role in enhancing the customer journey, supporting reward scheme participation, following up customer enquiries and driving customer satisfaction.
Key Responsibilities
Customer Service
*Deliver exceptional customer service across all customer touchpoints.
*Handle inbound calls, emails and customer enquiries efficiently.
*Take ownership of customer issues through to resolution.
*Build strong customer relationships and become a trusted point of contact.
*Maintain excellent product knowledge to provide accurate advice and support.
*Work closely with Sales, Installations and Customer Service teams to ensure a seamless customer experience.
*Support initiatives to improve Trustpilot and Google Review ratings.
Outbound Customer Engagement
*Contact customers requiring support with onboarding and claiming rewards through the company’s customer incentive programme.
*Follow up on EV installation quotations and outstanding customer enquiries.
*Identify and remove barriers preventing customers from progressing with installations.
*Conduct post-installation satisfaction calls to gather customer feedback.
*Encourage positive customer reviews and identify service improvement opportunities.
*Escalate any concerns or complaints for prompt resolution.
Administration & CRM
*Maintain accurate customer records within the CRM system.
*Record call outcomes, actions and follow-up requirements.
*Monitor customer feedback and identify recurring trends or issues.
*Provide support to the wider Customer Service team during busy periods.
Performance Measures
Success in this role will be measured by:
*Customer satisfaction levels.
*Service quality and productivity targets.
*Successful customer onboarding and engagement activities.
*Conversion of customer enquiries into completed installations.
*Outbound call performance and quality standards.
*Positive customer reviews and feedback.
*Effective query resolution and response times.
About You
*Previous experience within customer service, customer support, contact centre or call centre environments.
*Excellent communication and relationship-building skills.
*Friendly and professional telephone manner.
*Proactive and solution-focused approach.
*Strong organisational skills and attention to detail.
*Comfortable managing both inbound and outbound customer interactions.
*Good IT skills, including CRM systems, email and Microsoft Office.
*Able to work independently while contributing positively to team success.
What’s on Offer
*Permanent, full-time position.
*37.5 hours per week, Monday-Friday, 9am-5pm.
*Office-based role in Salford, Greater Manchester.
*25 days annual leave plus bank holidays, increasing with service.
*Free on-site parking and EV charging facilities.
*Overtime opportunities during peak periods