Job listing

Customer Support Coordinator

Salary: £26,000 per annum, dependant on experience

Contract: Permanent, Monday to Friday, 36.25 hours per week

Reporting to: Technology & Innovation Director

Location: Remote (United Kingdom)

Who Are We?

AES Sustainability Ltd is an award-winning consultancy firm that works with some of the leading UK housebuilders and developers, delivering high quality energy and sustainability advice and assessments to the construction and property industries.

We are seeking a dedicated Customer Support Coordinator member to join our team. This role involves assisting clients with technical questions, logging tickets, escalating issues to 2nd level support, and providing help desk support over the phone. The ideal candidate will have a strong understanding of software systems and excellent communication skills.

The successful candidate will be a team player with an exceptional ability to multi-task and manage a busy and time-critical schedule of work. Excellent attention to detail is essential as the role requires a high degree of accuracy and organisational skills. As first point of contact for many of our clients it is essential that you portray yourself as professional and friendly over the phone and via e-mail.

Key Responsibilities

• Provide first-level technical support to clients via phone, email, and chat.

• Log and track support tickets using our ticketing system.

• Troubleshoot and resolve basic technical issues related to our software.

• Escalate complex issues to 2nd level support as needed.

• Maintain detailed records of client interactions and technical issues.

• Assist with the setup and configuration of software for new users.

• Provide training and guidance to clients on software usage.

• Monitor and follow up on outstanding tickets to ensure timely resolution.

• Collaborate with other support team members to improve service delivery.

• Provide empathetic and patient support to users, especially those who are frustrated or experiencing difficulties.

• Efficiently handle a large number of support requests, ensuring timely responses and resolutions.

Please note: This list covers the core responsibilities but isn’t exhaustive. As the team continues to grow and develop, there may be additional opportunities to contribute and take on new tasks to support the department.

Key Competencies

Essential

• Basic knowledge of computer systems, networks, and software applications.

• Proficiency in using ticketing systems and remote support tools.

• Strong problem-solving skills and the ability to troubleshoot technical issues.

• Excellent verbal and written communication skills.

• Ability to work independently and as part of a team.

• Customer-focused with a commitment to providing high-quality support.

• Ability to manage multiple tasks and prioritise effectively.

• Familiarity with our software or similar applications is a plus.

Desirable

• Experience or familiarity with the building or construction sector would be an advantage but is not essential.

What Makes Us Unique

What makes AES different than others within the industry is our company values.

• Striving for the highest quality

• Build collaborative and supportive relationships

• Value integrity and independence

• Be forward thinking and innovative

We are passionate about providing a flexible working environment, including remote working, flexible hours and early Friday finish.

Our Benefits:

We have built strong internal communication channels with team strategy and away days, company wide social events through the year and a strong investment into internal growth and progression.

• 25 days annual holiday allowance plus statutory days

• Contributory pension

• Discretionary bonus

• Staff social events

• Flexible hours

• Remote working

• Life assurance

• Electric vehicle scheme available for eligible employees

• Health insurance

How to Apply

AES is a proud equal opportunities employer.

Due to the high volume of applications we receive for these roles, we do reserve the right to close the vacancy once a suitable amount of applications are received, therefore we encourage you to apply as soon as possible.

Applicants must have the right to work in the UK as AES are not able to offer sponsorship at this time.

To apply for this role please send your CV and covering letter by e-mail to Recruitment@aessc.co.uk or fill out the form below.