Customer Service Specialist
- 549974
- Closing at: Aug 7 2024 at 23:55 BST
About the Role
Base Location: Belfast
Salary: £25,000 - £35,300 + performance-related bonus + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available
As a Customer Service Specialist, you will work with the Customer Service Team Leaders to manage the day-to-day operation of the team effectively and efficiently. You will support in driving efficiencies and improving service through planning, engagement and productivity. As part of your role you will:
- Help develop effective operational streams, lead on Customer Service induction training, support operational workflow management, KPI delivery and reporting requirements as needed.
- Work with team leaders to ensure that all customer service report requirements are delivered on a daily, weekly and monthly basis, with key focus on targets and performance analysis.
- Work with team leaders and colleagues to implement governance and controls to drive improvement, helping to drive accuracy and compliance in all workstreams.
- Lead on Customer Service Induction training, proactively engage in training of existing team members to ensure accurate knowledge transfer and cross-skilling to support contingency and succession plans.
- Support complaint responses to ensure they are delivered within SLAs, you will ensure all queries and complaints are recorded and handled in line with our Complaints Handling Process.
What do I need?
To be considered for this role, we would love you to have:
- Experience of working within a customer service environment, with customer operations experience and customer service skills.
- Demonstrated knowledge of customer communication processes, complaint handling and SLA management.
- Experience of training others and sharing knowledge effectively and efficiently.
- Experience of handling customer accounts accurately, with excellent communication skills.
- Ability to set up, track, and report on function related KPIs, resolve any issues and escalate when required
About our Business
The race to net zero is intensifying for businesses of all sizes. Sustainable decisions made today can meet customers' changing needs for tomorrow and bring long-term success for businesses. Part of SSE plc, the UK and Ireland's largest renewable electricity generator, SSE Energy Solutions is different as all its renewable electricity is sourced from SSE's own UK wind and hydro assets.
In addition to providing gas and electricity to businesses across the UK, SSE Energy Solutions invests in, builds and connects localised flexible infrastructure to drive the long-term performance of energy assets. SSE Energy Solutions works with its customers to deliver financially robust plans to bring flexibility and diversity to their energy infrastructure - the low-carbon solutions they need to succeed in the race to net zero.
What's in it for you?
We offer an excellent package with 34 days annual leave entitlement. Enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.
As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all protected characteristics and commit to providing any reasonable adjustments you need during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.
What happens now?
All applications should be made online, and I'll be back in touch after the vacancy closing date to let you know the outcome.
If you would like to discuss any working flexibly requirements or adjustments you may require throughout the recruitment and selection process, please contact .
EXTERNAL: Before commencing your role with SSE, you'll need to complete our pre-employment screening process. This will consist of a criminality and credit check.
INTERNAL: As a courtesy, please let your current line manager know you are applying.
#LI-AE1
#LI-Hybrid