- Organise, run and provide aftercare for Pre SSD MEX training for new starters. - Process owner for Pre SSD Mex - support and guide members of the team on navigating this process for members/customers.- Handle and manage complaints in high volume.- Ownership of cases/issues from start to end.- Provide support to members/customers through online chat, emails and outbound calling.- Supporting vulnerable members over the phone with a range of queries.- Engage with the company’s online community.- Proficient in using: Salesforce, Junifer(Gentrack), Ecoes, Xoserve and MAP/MAM booking portals.- Actively encourage and demonstrate best practices within Pure Planet.

- Take ownership of customer complaints.- Provide end-to-end customer service, delivering first contact resolution via inbound, outbound phone contact and email.- To take responsibility and ownership for customer queries.- Working with other areas of the business to provide positive and proactive resolutions in a timely manner.- Adhere to customer service level standards.- Providing and receiving constructive feedback for continuous improvement for myself and the business.- Ensuring effective customer resolutions compliant with Industry standards.- Advise and educate customers on their energy use.- Proficient in using: Salesforce, CRM, SAP.