Customer administrator Flexible Four Day Week Remote

So, you’re an experienced administrator with great customer service skills… how about using your expertise to make a real difference for people in Cumbria?

We need a fantastic new colleague to join our friendly Cold to Cosy Homes Cumbria team. You’ll be helping Cumbrians to make their homes warmer, save energy and save money. Our service helps people who are struggling with their energy bills, including some of the most vulnerable folk in the county.

You’ll be the first point of contact for people getting in touch with us by phone, email or via our online enquiry form, handling enquiries and arranging for our energy advisers to go out and see them. You’ll also help with all the other behind the scenes administration that keeps the Cold to Cosy Homes Cumbria service running smoothly – from supporting events to administering meetings.

As an employee of Cumbria Action for Sustainability (CAfS), you’ll be working for an organisation that is flexible, supportive and values your wellbeing. We can offer you a healthy work/life balance, including some flexibility in when and where you work your hours, along with an employer pension contribution of 6% from day one of employment and holiday entitlement of 22 days pro rata plus bank and public holidays.

CAfS is Cumbria’s climate change organisation. Our vision is a zero carbon Cumbria and we strive to bring about a better way of life in balance with our environment. Our mission is to empower and enable people, communities, and businesses to live and work more sustainably by sharing our knowledge, practice, skills, networks and practical experience. We manage and deliver events, advice, training and practical projects across the county as well as providing specialist consultancy services to enable individuals, communities, businesses and local authorities to drive a shift towards a Zero Carbon Cumbria.

We hope you will consider joining us and being part of Cumbria-wide efforts to tackle climate change while making lives better.

Below you’ll find full details about the role and the skills you’d ideally have. You’ll find these in the job description and person specification. If you can’t tick all the boxes, please do apply as we can offer support and on-the-job training to the right candidate. If you have any questions about the job or the application process, please do get in touch for an informal chat.

ABOUT CAfS  

Our vision is a zero carbon Cumbria, and we strive to bring about a better way of life, in balance with our environment.

Our mission is to empower and enable people, communities, and businesses to live and work more sustainably by sharing our knowledge, practice, skills, networks and practical experience. We manage and deliver events, advice, training and practical projects across the county as well as providing specialist consultancy services to enable individuals, communities, businesses and local authorities to drive a shift towards a Zero Carbon Cumbria.

ABOUT OUR COLD TO COSY HOMES CUMBRIA SERVICE

We are expanding our Cold to Cosy Homes Cumbria service in order to deliver more free home energy advice support across all districts of Cumbria. The service supports vulnerable people who may be living in cold, draughty or damp homes.

Our Cold to Cosy Homes Cumbria service includes:

• Advice about home energy efficiency over the telephone and in-home by trained CAfS employees and contractors.
• Events and training about home energy efficiency for householders and volunteers.
• Providing energy saving measures to households.
• We also increasingly offer a range of commercial services to householders, including energy audits and advice.

This job description is not exhaustive but is provided to assist the postholder to know what the main duties are. It may be amended from time to time without change to the levels of responsibility appropriate to the grade of the post and in discussion with the postholder.

If you feel you meet some of the criteria in the Person Specification but not all, then do still consider applying. You can enquire with us, as you may have other skills that are relevant to the role.

MAIN PURPOSE OF ROLE: 

The role is to:

• Assist the Cold to Cosy Homes Cumbria team to deliver home energy advice and paid services.
• Provide excellent customer service to our clients, including vulnerable customers.
• Deliver a range of administrative duties in support of the project team.

MAIN TASKS:  

• Providing the first point of contact for clients by telephone, email and online application forms.
• Handling enquiries and requests, ensuring accurate input of client details onto the Customer Relationship Management (CRM) system or passing on messages as necessary.
• Processing client referrals by inputting information onto the CRM system or other external databases.
• Booking and amending energy advice calls/visits via the CRM system and Outlook calendars of team member’s and contractors and providing confirmation to the client.
• Assisting in the coordination of draughtproofing installation visits, including telephoning clients to arrange, referring to contractors and updates of installation records.
• To provide support to events. including administering bookings on our website and CRM, managing sign-ins, preparing and packing event kit, setting up rooms and attending occasionally.
• To provide support for the ongoing implementation and compliance of GDPR requirements and the CRM system.
• To undertake additional administration tasks as directed by the relevant staff member, including but not limited to: ordering equipment and stationery, meeting administration, providing client data for update reports.
• Undertake relevant training to ensure continued personal development relevant to the area of work.
• Perform other duties that may be required from time to time.

Person Specification 

Essential criteria

To be able to demonstrate:

• Excellent customer service, especially providing excellent service.
• Experience in providing administrative support in a dynamic and demanding environment.
• Excellent customer skills in telephone call handling as well as online enquiry handling.
• Experience of recording client related data.
• Ability to proactively handle a wide range of tasks and prioritise these effectively.
• Willingness to learn about issues affecting vulnerable clients in heating their home, reducing costs and becoming more sustainable.
• Ability to use initiative and make effective decisions.
• Ability to use a comprehensive range of IT systems (particularly Microsoft Outlook, Word, Excel) and the willingness to train in additional IT skills as and when required.
• Accuracy and attention to detail, and the ability to work to tight timeframes.
• A good level of numeracy.
• Good writing skills. Tact, patience and diplomacy.
• Ability to maintain a sensitive and professional approach towards colleagues and clients, mindful of confidentiality and anti-discriminatory practices.
• Empathy with CAfS aims values and objectives.

Desirable criteria 

To be able to demonstrate:

• Experience of data gathering, analysis and reporting.
• Experience of working in a dispersed team and using Microsoft Teams or similar.
• An understanding of the work of CAfS and the impact of climate change on the environment and economy.
• Experience of using Customer Relationship Management systems.