Call Centre Agent

About Sureserve Energy Services Meters:

Sureserve Energy Services Meters (formerly Providor), a proud subsidiary of Sureserve Group Limited, is a leading provider of domestic smart meter installations across the UK, working with three of the "Big Six" energy suppliers. We are dedicated to advancing energy efficiency and sustainability through innovative metering solutions. Our mission is to empower consumers and businesses with accurate, real-time data, enabling informed energy decisions.

Purpose of the Role:

As a Call Centre Agent you will be responsible for scheduling appointments on behalf of our clients to install/exchange Smart Meters whilst maximising Engineer capacity by outbound calling activity.

Specific Roles and Responsibilities:

• Appointment Scheduling: Liaise with customers to plan and agree on suitable dates and times for Smart Meter installations or exchanges,
  • Inbound & Outbound Calls: Deliver outbound calls to meet business KPIs. Handle inbound calls efficiently to meet business SLAs and call quality,
  • Customer Data Management: Enter customer details accurately and promptly into the database,
  • Query & Issue Resolution: Address customer enquiries and provide accurate information. Log and process customer complaints or issues, ensuring they are escalated to the appropriate personnel and resolved within company timescales, 
  • Compliance: Ensure adherence to Smart Metering compliance in line with company policies and SMICOP (Smart Meter Installation Code of Practice) requirements, 
  • Communication: Respond to customer emails in a timely and professional manner.
  • Training & Development: Participate in ongoing training, performance reviews, and monthly one-to-one meetings. Maintain competency levels required to perform the role effectively,
  • Other Duties: Carry out any other reasonable tasks as required by the company.

Working Hours:

Core shift will be Monday to Friday 8:30AM - 4:30PM or 9:00AM - 5:00PM

Salary

£25,308 per annum

Plus, a discretionary bonus of up to £150 per month on successful achievement of monthly KPI’s.

The Individual:

• Previous experience of inputting/updating databases,

• Highly articulate with a clear telephone manner,

• Good IT skills with knowledge of Microsoft Word, Excel and Outlook,

• Good work ethic, highly self-motivated, and positive,

• Ability to organise and manage own workload,

• Previous experience working in renewable energy is desirable,

• Personable with excellent communication skills,

• Ability to work to deadlines, delivery of targets for self and others,

• Strong team player.