HOME ENERGY CUSTOMER SERVICE ADVISOR job in Blaydon at Engie UK

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HOME ENERGY CUSTOMER SERVICE ADVISOR

Company: Engie UK

Location: Newcastle upon Tyne UK

Date Posted: May 10, 2018

ENGIE are recruiting for a Home Energy Customer Service Advisor to be based in SSC Newcastle NE12 8EX. This is a permanent full time role working 37.5 hours per week. On offer is a salary banding of £17,062.5 - £19,000.00, dependent upon skills and experience.General Overview:  Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries.  The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, the SSC, clients and ENGIE. The post holder will be required to work flexibly with variable hours of work.Primary Accountabilities and Deliverables:To effectively manage and respond to all enquiries and communication via all contact channels e.g. telephone, post, email, face to face, and digital methodsTo provide advice and information on a range of services as requiredPromotion of self – serve channelsTo receive, process and issue applications for servicesTo signpost customers to other services and eventsTo receive and process complaints, comments or suggestions ensuring these are  resolved, where possible, at first point of contact or escalate through agreed processesTo process payments, be responsible for cash handling and maintaining accurate records adhering to all financial and audit requirements.To adhere to established procedures for each service requestAdhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficienciesTo assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service functionAssisting in service development and continuous improvement projects and activitiesActing in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies, regulations, guidelines and proceduresMaintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or managerBe able to work to a high standard of accuracy that ensures prompt, efficient and effective service deliveryEnsure behaviours are aligned with ENGIE’s core values and competenciesPromote a positive image of the Client, associated services and ENGIEUndertake day-to-day administrative, financial and support service routines as requiredContributes to the delivery of excellent customer experienceContributes to the efficient delivery of servicesContributes to growth opportunities and acts as an ambassador for Customer Service across the business Participating and contributing to new business opportunitiesIdentifying and contributing to continuous service improvementsThis list is typical of the level of duties expected of the post holder. It is not exhaustive, and other duties of a similar type and level will be requiredFully flexible 37.5 hours per week on a rotating shift pattern.Opening hours are Monday to Friday between 8am and 8pm and Saturdays 9-5 hour will be assigned within these hours. Part time hours may be available.Full flexibility within these hours is required.For more information about ENGIE please visit:  Qualifications Essential:Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capabilityGood literacy, numeracy and ICT skills Desirable:Possesses a recognised Customer Service qualification e.g. NVQ, ICSExperienceEssential:Experience in providing help, advice and information in a customer service environmentExperience of gathering organising and managing informationExperience of financial and administrative routinesExperience of working in a team and in a performance management cultureExperience of working with a wide range of ICT systems including Microsoft OfficeDesirable:Experience of payment routines and financial systemsExperience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce ManagementExperience of working across different channels e.g. telephone and face to faceExperience of supporting project work, activities and continuous improvementRoles and BehavioursEssential:Ability to work as part of a team and/or work unsupervised as requiredAbility to work consistently in an enthusiastic and professional mannerAbility to stay calm under pressureDelivers excellent Customer Service in line with standards and expectationsPositive attitude to challenges and changeExcellent communicatorCommitment to equal opportunities and anti-discrimination policiesFlexibility to work shifts and across different sites to meet our business needs across the opening hours of the serviceFor this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community. View full job description
JobCentre Plus2 weeks ago
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