Customer Service Advisor

Customer Service Advisor

Location: Perth

Salary: £24.8k - £29k per annum (Dependent on skills & qualifications)

Perks & Benefits: Competitive pension scheme - Enhanced maternity/paternity pay - Life assurance - HolidayPlus - Cycle2work Scheme & more

Reference: REQ4117

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 being dedicated to keeping our customers safe and warm.
• Working towards the key performance metrics of the department.
• Responding to customer contact across various channels, not just by telephone.
• Handling a variety of customer inquiries covering all areas of the business and workstreams.
• Ensuring we get it right the first time when a customer contacts us.
• Logging customer contact to better understand trends, patterns, and areas for improvement.
• Supporting our gas connections customers at the start of their journey by assisting with applications over the phone.
• Generating work order requests for engineer visits and updating the customer relationship management system.
• Achieving individual KPIs that contribute to the wider team and department goals.
• 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, ensuring they have access to the relevant services they need.
• Providing support during gas outages.
• Handling complaint calls and ensuring we do everything possible to support our customers by allocating them to the appropriate colleagues for resolution.

What you'll need

• A passion for helping customers, recognising that no two customers are the same.
• The ability to communicate clearly and effectively with internal and external stakeholders and customers.
• Proven experience in managing customer expectations and solving problems.
• A neat and accurate working style, with the ability to multitask.
• Comfort in using multiple systems and competence in Microsoft software packages.
• The ability to work towards targets and clear objectives set by the department.
• A quick response to changing customer contact and expectations.
• A flexible and adaptable approach to working.
• Knowledge of digital customer interactions, which 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.

Why SGN?

SGN is currently paving the way in cutting-edge research and development towards a net zero energy system. We're on a journey to transform the future of gas, and we think outside the box - futuristic technologies and robotics are leading our innovation so that we can strive everyday to make the world a better place and look after each other, and our customers' safety. Be part of something big and make a difference today!