Customer Service Advisor

ABOUT US

ECO Approach Ltd is a leading provider of property certification, compliance, and energy efficiency services, specializing in gas heating, electrical installations, servicing, and repairs. We serve over 10,000 properties monthly across the UK, working with homeowners, landlords, estate agents, housing associations, and energy companies.

YOUR ROLE

As an Customer Service Advisor, you will provide essential support to field-based engineers by acting as a central point of contact for queries and assistance. The role focuses on delivering excellent customer service through clear and timely communication with both engineers and clients, ensuring all enquiries are handled efficiently. You will also be responsible for managing inbound and outbound calls, maintaining accurate records, and updating the CRM system to reflect progress and completion of tasks.

KEY RESPONSBILITIES

Act as the first point of contact for all inbound calls, handling enquiries professionally and directing calls to the appropriate person or department.

Respond to customer inquiries via phone, email, and chat in a professional manner.

Provide day-to-day administrative support to field-based engineers

• Build and maintain positive working relationships with engineers and assist with their queries
• Deliver a high standard of customer service, ensuring all information requests are handled promptly
• Communicate effectively and professionally with customers, clients, and other stakeholders
• Keep the CRM system updated with accurate task progress and completion details

Qualifications

• A minimum of GCSEs in English and Mathematics or equivalent qualifications.
• Previous experience in a customer service role is advantageous but not essential.
• Strong communication skills, both verbal and written.
• Ability to work effectively in a team and independently.
• Proficient in using computer systems and software.
• A positive attitude and a willingness to learn.