Customer Service Specialist

Hemiko are recruiting for a Customer Services Specialist reporting to the Head of Customer Experience.

The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. You'll also work on improving customer service processes and ensure customers are informed about the district heating services that we offer.

We are looking for a customer service champion to join our growing team. Someone who is passionate about helping others and has a knack for solving problems. This role is perfect for someone with experience in customer service, ideally in a call centre or helpdesk environment. You'll be using your strong communication skills to answer questions, troubleshoot issues, and ensure customer satisfaction and company's success. You have a genuine interest in the field and want to contribute to a growing department.

We appreciate that no one’s circumstances are the same and having the flexibility in working environments work is essential to our wellbeing. If this is significant to you let us know when you apply, and we will discuss how this could work in your role.

Hemiko strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, gender expression, disability, age, trade union activity, marital status, religious belief, sexual orientation, or socioeconomic background.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners. 

About Hemiko

Hemiko is a fast-growing innovative business which is looking to invest in and deliver over £1bn of heat network projects in the coming years. We fund, design, build, operates and maintain low carbon district energy networks and building energy systems. This work is for communities, towns, and cities. We work with local authorities, developers, house builders, and property owners.

We are looking to lead on town and city scale decarbonisation. We recognise that the decarbonisation of heating and the built environment is one of the least known and “solution clear” areas - this is where we are focused and where we will be deploying our investment and our resource.

We are an innovative, design and proactive intelligence led company, looking to attract people who think around a problem and past an issue. We want to be at the front end of commercial and technical innovation and are looking for team members to come on that journey.

Some of our current projects include:

• The design, installation, operating, and funding of a district heating system to serve 3,500 homes in Clapham as part of a major regeneration project.
• The design, installation, and operation of a new city centre wide low carbon district heating system for the City of Cardiff.
• The design, installation, and operation of a ground source heat pump system to provide heating and cooling to a new development of 300 homes a gym and office building in South London.
• The design and installation of a heat network in a rural community in Cambridgeshire to replace oil boilers in 300 homes with centralised low carbon heat generation.
• Developing detailed long-term decarbonisation plans for existing large scale district heating networks to allow them to transition from gas fired CHP led generation to low carbon generation.

Hemiko is absolutely committed to an honest and collaborative approach to all our work, always looking for better ways to do things and avoid the business curses of unnecessary complexity and silos.

We are a young, friendly business in the very rapidly growing low carbon energy sector, which provides significant opportunities for career flexibility and development. We focus on delivering bespoke solutions with positive outcomes for the communities we serve.

The Role

Hemiko are seeking a Customer Services Specialist to work under the Head of Customer Experience to learn and develop while delivering value to the Customer Services team.

Specifically, the successful candidate will have a passion about customer advocacy and can thrive in a fast-paced environment. We are looking for a dynamic individual who is deeply committed to championing our customers' needs. Your role will be pivotal in ensuring that the level of service we deliver, both on an individual level and as a company, exceeds expectations. Experience in district heating networks is preferred but not essential.

The compact nature of the business and our rapid growth means that the candidate has significant opportunity to develop their career in a friendly environment working with and alongside a broadly experienced team of commercial professionals of varying levels.

Candidate

We are looking for someone who is organised, self-motivated, and positive in their outlook. The candidate will be able to work as part of a functional commercial team and the project team(s) to which they are assigned and take ownership and fulfil their tasks to a high standard and on time.

This position is perfect for individuals who thrive on problem-solving, enjoy tackling challenges head-on, and relish the opportunity to think creatively in navigating complex situations. We're seeking someone with a self-driven attitude, a natural problem-solver who can take initiative and work independently when needed. 

In this role, organisation and discipline are key attributes, as you'll be required act with precision, all while collaborating seamlessly within a team environment. 

Our ideal candidate will possess exceptional communication skills, particularly over the phone, as they'll be interacting with customers from diverse backgrounds. Resilience is crucial, as you'll be representing the best interests of our business and may encounter varying perspectives. Additionally, we value empathy and fairness, as you'll need to effectively articulate information in a manner that is both understanding and impartial. If you're ready to embrace these challenges and make a positive impact, we encourage you to apply. 

The candidate will need to be comfortable communicating with the rest of the team, customers & engineers. They will be personable and a good communicator.

We will want you to join our journey toward a more environmentally and technically responsible and effective way of delivering energy systems; moving away from conventional processes into a more innovative and free-thinking environment.  Our business culture promotes this approach with a persistent willingness to listen to new ideas and explore new solutions.

Key responsibilities:

• Working under the direct supervision of the Head of Customer Experience

• Proactively answering all incoming enquiries from customers and providing excellent customer focused outcomes.

• Identify and alert management of events with potential high business impact or emergency.

• Working with the Customer Service team to create, deliver and implement new systems and processes to continually improve our service to our customers.

• Assisting in the generation of customer communications and documents.

• To adhere to the quality assurance in place to ensure our customers receive best in class service.

• To engage with first line responses on complaints

• To gather and present adequate information to our customers on district heat networks and our service offer.

• To investigate and reconcile accounts and meter readers in our billing platform and communicate / take action to resolve outstanding issues.

• To produce, from the system, reports on account status and issue appropriate communications to customers to rectify.

• To coordinate and represent servicing updates, forecast and progress reports to the business.

• To reconcile debt and advise our customers on their debt levels, reporting the different levels of escalation where necessary.

• To schedule and monitor different work orders for the engineering team and follow up with customers accordingly to confirm those appointments with trackers of progress.

Desirable Experience

• Experience in Customer Services required with Call Centre / Helpdesk Centre experience desired.

• Complete understanding of Microsoft Office solutions and generally technology literate

• Comfortable in handling complaints.

• Must have demonstrated ability to communicate effectively via email and phone. Good verbal and written communications skills in English are essential.

• Must demonstrate ability to gather and present information and track deliverables across internal documents.

• Experience in logistics desired – needed to allocate appointments with customers and engineers, ensuring there is no miscommunication between any parties involved.

• A strong desire to provide excellent customer service on each interaction.

• Must possess integrity and trustworthiness towards the company.

• Must be able to find advise and solutions for customer queries and provide reliable information.

• Must demonstrate team working, customer advocacy and administrative ability.

• Must possess strong organisation skills and an eye for detail.

• Must possess strong interpersonal skills.

• Strong sense of ownership, urgency and work ethic

• Ability to learn and work in multiple systems simultaneously.

• Genuine interest in the industry and eagerness to contribute to a developing department.

Remuneration and Info 

• Remuneration: Base £23,500 (depending on experience).
• Discretionary bonus based on individual and business performance.
• An inclusive culture that promotes diversity.
• Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year.
• Pension plan provision.
• Private health care scheme available.
• Cycle to work scheme.
• Electric Car lease scheme.
• Health and well-being support.
• Continuing learning and development opportunities.
• Company PC/laptop, etc.

Application

To apply please complete the online form, however for an informal chat about the role please contact Adam Taylor, Head of Customer Experience (adam.taylor@hemiko.com).