Description
Overview of Role
At The AF Group we pride ourselves on delivering exceptional, industry-leading customer service to our members. As a Service Advisor, you will be the first point of contact for members, providing quality support, efficient order processing, and proactive solutions to ensure an outstanding member experience.
You will be customer-focused, highly organised, and able to manage multiple tasks efficiently.
Duties and Responsibilities
Delivering Outstanding Customer Service
- Provide exceptional service to members via phone, email, and online platforms.
- Handle inbound and outbound calls while maintaining a professional and friendly approach.
- Resolve queries efficiently, ensuring a first-time resolution wherever possible.
- Actively listen to members to understand their needs and provide tailored solutions where appropriate.
- Proactively follow up with members to ensure their experience meets/exceeds expectations.
Order Processing & Supplier Coordination
- Take and place orders across a range of products and services.
- Process and validate meter reads via the Energy Portal.
- Confirm orders and manage order chasing, updates, and delivery tracking.
- Assist with hire requests, product quotes, and supplier purchase orders.
Member Support & Experience
- Maintain and update member records, including processing changes to contact details.
- Make proactive calls to promote available services, ensuring members maximise their benefits.
- Handle member resignations with care and professionalism.
- Identify upselling and cross-selling opportunities to enhance the member experience.
- Attend and assist with AF Member events where required.
- Manage event bookings and correspondence updates.
Digital & Systems Support
- Set up My AF and AF Online user accounts and permissions.
- Resolve user login issues and escalate unresolved IT queries to the tech team.
- Manage email inboxes and respond to general member enquiries.
- Collect user feedback and work with the tech team to drive service improvements.
Billing & Payment Processing
- Assist the Finance team and/or manage (where appropriate) invoice queries, and statement pack requests.
- Take card payments over the phone for members and domestic fuel customers.
- Assist with switching members to e-billing and updating email addresses for billing.
- Confirm credit limits, cardholders, and addresses in NetSuite.