Job Description

Role Overview

Sycous provides innovative billing solutions for heat networks and district heating systems. On behalf of Heat Network Operators and other private utility network owners, we offer a market-leading engineering services solution.

The purpose of this role is to deliver excellent customer service and scheduling support to our internal and external customers.

We are looking for someone who is proactive and reliable, someone who is passionate about exceptional customer service and someone who can show a creative approach to solving problems.

Key Responsibilities

Scheduling all reactive, planned and project work accurately to appropriate resource, paying attention to location, expertise, and response targets. Utilisation of Big Change University to ensure knowledge of Job Watch is kept up to date. Ensure Stock is added to Job Watch. Ensure all engineer absences are logged on Jobwatch in a timely manner and all jobs for absentee engineer are re-scheduled. This includes contacting residents to re-arrange the appointment and informing clients where no contact has been established. Charge works via Unleashed or Job Watch Creating quotes for Maintain works via Job Watch and Unleashed. Handling of complaints from both residents and clients. Attend client meetings as and when required, taking appropriate notes and feeding back to relevant departments. Creation and collation of reports on an adhoc basis as and when required. Providing quality assurance on a daily basis regarding completed job cards. Providing feedback to engineers, and Project and Delivery Lead where required and ensuring all Job Cards are issued out to relevant parties within 24 hours of completion. Ensuring wider support team are aware of existing processes, any process changes and any upcoming changes to processes or procedures. Ensuring that the engineer days are optimised to drive maximum productivity from the team. Reviewing information collated by engineers ensuring it is suitable and accurate. Monitoring engineer travel and activity and respond to issues as required. Escalating issues with specific jobs, clients, or engineers promptly. Liaising with customers to provide excellent support whilst making appointments and carrying out engineering work. Keeping our scheduling system up to date with accurate information. This includes:
o Address Details

o Engineer Skill sets

o Job results

o Job information

o Engineer holiday and sickness

Keeping our Mabdeck system up to date with all metering information following a meter exchange/installation/configuration. Proactively providing first line support for SaaS and Customer Billing Services customers alike through all mediums of interaction including via phone, email, live chat and any other communication channels

Continuously improve and uphold our excellent level of customer service by:

Work collaboratively and proactively with the Sycous team to ensure timely and accurate resolution of queries and to update on progress. Adhering to internal SOPs, whilst providing suggestions for improvement where you find they are required. Dealing with communications in a professional and prompt manner. Reporting any training needs to your line manager. When required aid Support Coordinators. This can include but is not limited to; telephone support, email support, online chat and ad-hoc administrative tasks.

Working Hours:

Working hours are on a fixed two week shift, working 4 days per week. Our operating hours are Mon-Fri 08:00 - 18:00; Sat 08:00 - 16:00.

Future Progression

Future progression is available as the company grows or within other teams. We will frequently review your progress in your monthly 1-2-1's and 6-monthly performance reviews to identify what your ideal progression path is, and how we can help you to achieve it.

About Sycous

We believe in a sustainable future with transparent and accessible data at the heart of it.

We champion both innovation and education, to help drive positive change in the world of metering and billing and help keep costs as low as possible for consumers.

We live in the world of heat networks, where heat is centrally generated and distributed within a building or across a city, providing a more sustainable energy future.

People are at the heart of what we do. We value the contribution of every team member, encouraging and supporting their professional and personal development.

Alongside standard benefits, including 33 days holiday per year and company pensions, we provide private healthcare benefits, clear career paths and additional training opportunities to develop your future.

For further information on Sycous and our solutions, please visit www.sycous.com.

Job Types: Full-time, Permanent

Pay: 12.87 per hour

Benefits:

Casual dress Company pension Health & wellbeing programme Private dental insurance Private medical insurance Referral programme Sick pay
Work Location: In person