Job Ref: 214589283

Date: 2021-09-06 15:45:51

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Key Responsibilities & Tasks:

* Technical review of Homecharge applications, liaising with the customer and other third parties.

* Be able to extract information from photographs to substantiate customer applications

* Being able to deliver support and guidance to the advisors individually and as a group on process’s and technical evaluation of an application.

* Conducting a telephone site survey of the property, if appropriate

* Working with a dedicated team of second line advisors to manage the customer journey from Application to Install

* Evaluating photos of electrical components within the property

* Review of technical survey reports and follow up with customers

* Support field electricians with customer queries

* Make referral and recommendations of remedial works to be carried out

* Provide feedback on process changes to improve customer understanding and compliance to requirements

* Act as consultant for the complaints team on technical aspects of escalated complaints

* Act as consultant for the creation of technical training provided to HC Operations

Dimensions:

* Reduction in number of aborted installs

* Reduction in number of customers touchpoints prior to Application being made Good to Install (GTI)

* Increased knowledge and reduced ‘handle time’ for second line reviewers

* Increase in GTI metrics

* Reduction in time form Application to Good to Install (GIT)

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