Mobile Advice Administator - MAC

Job Summary

This list of duties and requirements is not fixed either in scope or content. The Employer may add to, detract from, change, or modify your duties at any time, without notice, according to the needs of the business.

JOB DESCRIPTION

Position: Advice administrator
Term: Fixed term for up to 6 months
Department: Advice
Reports to: Advice team manager
Responsible for: Supporting operational delivery of Mobile Advice Centre (MAC) and delivering relevant and tailored energy efficiency advice and broader support for energy consumers.
Location: Both office based and site based around the REGION region with additional site based work required for cover of sickness/annual leave
Salary scale: G5, 5% pension, 23 days holiday pro rata, childcare vouchers, 37 hours per week.

ROLE

Our Mobile Advice Centre delivers a range of essential support to directly benefit customers in vulnerable circumstances, helping to lower their energy costs while delivering exceptional customer satisfaction and achieving significant social return on investment. The role of Advice administrator will provide our most in depth help and advice to energy consumers via the Mobile Advice Centre (MAC) van, to provide services that tackle the root causes of fuel poverty and demonstrate a significant social value to those customers supported to help them reduce their energy and other utility bills. During times when events are not planned you will be responsible for completing administrative duties and making advice calls as required to support service delivery.

You will ensure to conduct a comprehensive assessment of need for each customer, in order to then deliver high impact, tailored support services including:

• Providing customers with up to date and relevant energy saving advice covering behaviour change tips, low cost interventions, fabric and heating measures, energy bill analysis, tariff switching, low carbon technologies;
• Establishing whether households qualify for additional national or regional funding streams, to support the cost of energy efficiency upgrades in their property and facilitate access to this funding;
• Referring customers for additional financial support i.e. income maximisation.

You will take a proactive approach and undertake projects to continually improve processes and customer journeys. You will contribute to the allocation of resources and reporting to commissioning clients. You will be able to work well in a small team, and lead by example to ensure exceptional service delivery at all times. There is a requirement to speak directly to customers to deliver these services, particularly customers with more extensive advice needs.

This will require strong knowledge of energy efficiency measures and advice in order to provide practical support for customers in vulnerable situations. This commitment to high quality services will contribute to the successful extension of existing funding schemes and/or securing future projects.

You will have experience in and be comfortable with working towards monthly Key Performance Indicators (KPIs), measured against productivity, call conversion rates and quality of customer calls.

This role requires driving a Peugeot Boxer Floor Cab van. You must hold a valid UK Driving Licence with no violations/endorsements. Additionally, due to the necessity of commuting to the vehicle depot located in Elland, it is imperative that applicants have personal transportation at their disposal. You will need to have access to your own vehicle to enable you to travel between sites where required. Mileage expense will be reimbursed and you will need to maintain business insurance to claim this.

KEY RESPONSIBILITIES

• Meet personal KPIs, responsible for their own delivery and ensuring the performance of the contract by meeting the required contractual volumes alongside the other co ordinator as a combined effort.
• Engage with stakeholders and other organisations present at events and venues we attend to build strong relationships and identify opportunities for future collaborations and potential event or venue partnerships.
• Contribute to the decisions of the allocation of resources.
• Support with reporting outcomes for internal or external clients when required.
• Record relevant outputs provided to customers and update a CRM system to show the number of residents engaged, the types of advice provided and any estimated savings.
• Attend meetings in line with the delivery of the contract and the business as required.
• Support the Advice Team Manager in identifying gaps for improvements to current processes, facilitate the change with relevant stakeholders, document the change and communicate it to the team manager for distribution to the team. You may be asked to support with and provide training where necessary.

Customer Service and Project Delivery

• Offer energy advice on a day to day basis, in person and over the phone when required.
• Maintain a positive relationship with all clients.
• Day to day administrative project management tasks, including recording key information on a range of IT systems.

Administration

• Ensure a high level of attention to detail is utilised when carrying out administrative tasks.
• Support with reporting outcomes for internal or external clients when required.

KEY KNOWLEDGE AND SKILLS

• Proven ability to communicate effectively both verbally and in writing, whilst using IT systems for the provision of advice services and reporting metrics.
• Be able to prioritise work, identify and develop ideas and opportunities.
• Customer focus - able to put yourself in the shoes of the customer, be attentive to their needs and provide high quality, timely responses.
• Comfortable communicating with internal and external stakeholders.
• Able to work collaboratively with other team members, contributing to team goals and objectives.
• Able to interact with customers from a range of diverse backgrounds and circumstances, demonstrating genuine care and concern for their wellbeing.
• Demonstrable IT skills and able to quickly develop, with appropriate training support, a good understanding of energy efficiency and income maximisation services, to be able to provide accurate and reliable advice.
• Be able to adapt to change and manage competing demands.