Customer Service Advisor

Scottish and Southern Electricity Networks; Havant; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Private healthcare

Gym membership

Cycle to Work scheme

Maternity and adoption pay

Job summary

SSE’s Customer Contact Centre in Havant is seeking a Customer Service Call Advisor to handle inbound and outbound calls, delivering timely updates and a high standard of service for customers experiencing power cuts or electrical issues.

The role is office-based, 12-month fixed term, full-time (37 hours per week) on a rota with shift patterns from 06:30 to 00:00. Prior customer service experience is preferred and training will be provided.

Qualifications

• Previous experience in customer service is essential.
• You should be customer-focused and able to champion customer needs.
• You should enjoy problem-solving and be able to absorb a lot of information.

Responsibilities

• Handle inbound and outbound calls with customers experiencing power cuts or electrical emergencies.
• Communicate clearly with customers about issues affecting their electricity supply, providing updates, reassurance, and tailored support, including for Priority Services customers.
• Act as the first point of contact for customer complaints, ensuring a consistently high standard of service is delivered.
• Identify potential vulnerabilities during customer interactions and confidently discuss available support to ensure the appropriate assistance is provided.

Skills

Customer service

Communication

Problem solving

Job description

Base Location:

Havant - Penner Road

Salary:

£30,684 - £36,666 + shift allowance + a range of other benefits to support your family, finances and wellbeing.

Working Pattern:

Office based | 12-month fixed term contract | Full Time, 37 hours per week, between 06:30 - 00:00 Monday - Sunday on a rota pattern

Our Customer Contact Centre is the first point of contact for customers experiencing power cuts or external electrical issues, playing a vital role in keeping communities informed and supported during outages.

As a Customer Service Call Advisor, you will handle inbound and outbound calls, providing timely updates, resolving concerns, and delivering a high standard of service at every interaction.

You will

• Handle inbound and outbound calls with customers experiencing power cuts or electrical emergencies.
• Communicate clearly with customers about issues affecting their electricity supply, providing updates, reassurance, and tailored support, including for Priority Services customers.
• Act as the first point of contact for customer complaints, ensuring a consistently high standard of service is delivered.
• Identify potential vulnerabilities during customer interactions and confidently discuss available support to ensure the appropriate assistance is provided.

You have

• Previous experience in customer service is essential for this role but other than that, we are simply looking for people who have a desire to learn and love to talk with customers.
• You should be customer-focused, putting the customer at the heart of everything you do. You'll be the voice of the customer in this role, so it's important you can champion what they need.
• You should enjoy problem-solving and be able to absorb a lot of information.
• There are some technical aspects of this role that our amazing team will support and train you in, so it's important that you have a thirst for knowledge and enjoy learning new things.

About SSE

SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

Flexible Benefits To Fit Your Life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. please contact [e-mail] / 01738 344051 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.