At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
Passiv, part of the BUUK Infrastructure Group, are looking for Support Advisor who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
Passiv is a renewable energy technology business. With over a decade of experience developing smart solutions to decarbonise homes, Passiv has a new product, the Passiv Smart Thermostat, a first-of-its-kind thermostat that makes heat pumps simple and affordable. This, along with our solar monitoring business, is at the core of our focus. The hours are 08:30 - 17:00, and you are required to work in the office Monday, Tuesday and Wednesday and you have the option to work from home Thursday and Friday.
Purpose of this role
A key point of contact for our new and existing customers delivering SMART propositions for renewable heating services and supporting our market-leading solar monitoring service.
Your key responsibilities are
Work within the support team to provide ongoing support to our growing customer base and work on customer cases/emails through to resolution, including technical support to installations teams on electrical wiring and plumbing issues.
Work with the development team to ensure all problems impacting clients are escalated and resolved in a timely manner to reduce customer impact.
Provide daily checks of project systems to track progress and ensure targets are met and excelled.
Analyse system data to diagnose issues to allow us to proactively support customers.
Deal with any complaints and escalate to line manager if required to deliver first rate customer service.
Keep accurate and up to date client records in the Operational Support Database and other system tools.
Work as part of a team to complete individual/team activities/initiatives/projects.
Provide operational support to projects, in all stages of planning and delivery to minimise risk and deliver the best customer experience.
Carry out ad-hoc tasks as needed to support general business projects, objectives and run reports for your line manager.
Qualifications
Experience/Knowledge
Working knowledge of the Microsoft Office suite.
Experience in a customer-facing role.
Abilities/Skills
Good verbal and written communication skills.
Analytical mind and proven ability to problem-solve.
Customer-focused.
Organised, self-motivated and focused.
Adaptable to change and taking on new tasks.
Works well as part of a team and independently.
Capability in G-Suite, Word, Excel and PowerPoint.
Desirable
Advanced level qualification or apprenticeship in digital or engineering technology.
Experience within a customer support environment.
An interest in renewable energy.
Conditions of Employment
What can you expect from us
Cost of living annual pay review.
Company pension contributions up to 4% if employees contribute 5%.
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
Enhanced maternity, paternity and adoption pay.
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
Hybrid working for eligible roles.
Development opportunities to reach your career aspirations.
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.
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