Location: Perth
Salary: £24.8k - £29k per annum (Dependent on skills & qualifications)
Reference: REQ3900
Do you want to be a part of an innovative and supportive team, where there are great opportunities for career progression and development?
The Customer Experience Team are at the heart of our organisation and play a vital role in supporting our customers. You will be joining an award winning, passionate team, who are proud to be recognised as the number one Gas Distribution Network in the UK for customer satisfaction, working hard to ensure the 5.9 million homes and businesses we serve in the South of England and Scotland are safe and warm. The Customer Experience Centre is a small team based in Perth and Portsmouth, but you will be working with the wider Customer Experience team. As a Customer Service Advisor, you'll be the first point of contact for our customers and provide the support they need to keep them safe and warm, while delivering an award-winning service we can be proud of.
Our Customer Service Advisors are multiskilled, and comfortable with handling multiple customers a day with the aim of getting it right first time. Working within the Customer Experience team can be fast-paced and there is a lot to learn, so being able to retain information and being a quick learner is essential. As is always putting the customer at the heart of what you do.
I help to keep people safe and warm by...
- Delivering an excellent level of customer service and be dedicated to keeping our customers safe and warm.
- Working towards the key performance metrics of the department.
- Responding to customer contact across our contact channels, not just telephone.
- Dealing with a variety of customer contact covering all areas of the business and workstreams.
- Ensuring we get it right first time when a customer contacts us.
- Logging contact received to best understand where customer trends, patterns and improvements can be found.
- Supporting our gas connections customers at the start of their journey with us by assisting with applications over the phone.
- Generating work order requests for engineer visits and updating customer relationship management system.
- Achieving KPIs on an individual level, which feed into the wider team and department.
- Liaising with operational teams and managers across different levels and business areas.
- Identifying customers who would benefit from the Priority Service Register and additional support services, offering our customers access to relevant services they need.
- Supporting during gas outages.
- Dealing with complaint calls and ensuring we do everything we can to support our customers by allocating them to colleagues to resolve.
What you'll need
- A people person who is passionate in helping our customers, recognising no two customers are the same.
- Be able to communicate clearly and effectively with internal and external stakeholders and customers.
- Proven experience in managing customer expectations and problem solving.
- A neat and accurate worker, as well as being able to multitask.
- Being at ease using multiple systems, and competent in Microsoft software packages.
- Able to work towards targets and clear objectives set by the department.
- Be able to respond quickly to changing customer contact and expectation.
- Have a flexible and adaptable approach to working.
- Knowledge of digital customer interactions would be desirable, but not essential.
If you don't have all the qualifications, we would still love to hear from you... we provide our own specialised learning and development programs, providing access to learning tools to help you acquire the skills needed to excel in our environment.