Job DescriptionService Delivery Agent

Vibrant Energy Matters (VEM) | Blackwood | £26,436.80 per annum

Vibrant Energy Matters (VEM) is a leading provider of Energy Performance Certificates (EPCs) to the UK residential housing market. We are part of Connells Group Plc, ultimately owned by Skipton Building Society.

Our mission is simple: to make every home in Britain more energy efficient.

The Role

We are looking for a Service Delivery Agent to join our team in Blackwood. You will be a key point of contact for our customers, clients, assessors and internal teams, helping to ensure appointments run smoothly and enquiries are dealt with promptly and professionally.

Working in a busy scheduling team, you will manage bookings, respond to queries and resolve issues, providing a reliable and efficient service from the initial enquiry through to completion.

Key Responsibilities

• Book, amend and manage customer appointments accurately and efficiently.

• Handle enquiries by telephone, email, webchat and other digital channels.

• Resolve customer queries at the first point of contact wherever possible.

• Take ownership of issues and follow them through to resolution.

• Keep customers informed and manage expectations throughout the process.

• Escalate more complex issues to the appropriate team when required.

• Maintain accurate records of bookings, enquiries and customer interactions.

• Work closely with colleagues to support the smooth running of the scheduling team.

What We’re Looking For

• At least two years' experience in a customer service or customer-facing role.

• Strong communication skills, both written and verbal.

• The ability to manage competing priorities in a busy environment.

• A practical, solution-focused approach to resolving queries.

• Good attention to detail and the ability to maintain accurate records.

• A calm and professional manner, particularly when dealing with challenging situations.

• A reliable team player who takes responsibility for their work and follows tasks through to completion.

Benefits

• 30 days' holiday, including Bank Holidays.

• Company pension.

• Free on-site parking.

Additional Information

This is a fully office-based position at our Blackwood office. You will be required to attend the office on all working days.

NC00079