Customer Service Advisor

Sp Electricity North West; New Gate; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Annual bonus

25 days leave

Private healthcare

Employee rewards

Brand discounts portal

Pension scheme

Employee assistance

Professional development

Job summary

Electricity North West is hiring Customer Advisors for their Preston contact centre. You will be the first point of contact for customers, delivering a high-quality service and guiding them to resolution within targets.

Training will enable you to work across online call blending, back office tasks and complaint case handling. You will handle inbound queries from customers including those in vulnerable situations, with empathetic support and clear expectation management, while also making

Qualifications

• Proven customer service experience in a fast-paced contact centre.
• Strong organisational and time-management skills.

Responsibilities

• Receive inbound calls from customers, including those who are potentially vulnerable, providing support and guidance and setting clear timescales for actions.
• Carry out proactive outbound calls to customers on the Extra Care Register to update details and offer appropriate support.
• Assist in resolving queries and complex complaints by using investigative skills for quick resolution.
• Maintain accurate customer records and data cleansing activities.

Skills

Customer service

Communication

Job description

A Fantastic Opportunity: Customer Advisor. Do you have customer service experience? Are you looking for an exciting new opportunity in Preston? Electricity North West is looking for Customer Advisors in their new Contact Centre. As a Customer Service Representative, you will be point of contact for our customers, providing a first-class customer experience and ensuring that any queries or issues that may arise are resolved within company and regulatory targets. You will receive full training to become a multi-skilled agent, able to adapt across varying skillsets including online call blending, back office, general enquiries and complaint case working tasks. With this role you can expect to receive inbound calls from customers who are potentially vulnerable and have had a power cut, providing understanding, support and guidance to help navigate them through this difficult time, by detailed questioning, active listening and managing their expectations as well as setting and agreeing timescales for actions to be performed. Carry out proactive outbound calls to customers on the Extra Care Register to keep their details up to date and offer support. In the event of a fault or Planned Supply Interruption, you will empathise with customers, offer welfare support, signpost them to relevant partners or solutions. Gain an understanding of customer issues through detailed questioning and active listening, manage expectations and set agreed timescales. Work with other areas to resolve queries and complex complaints, using investigative skills for quick resolution. Maintain data cleansing activities and update customer records as required. The successful candidate must, at the start of employment, have permission to work in the UK without sponsorship.

Responsibilities

• Receive inbound calls from customers who are potentially vulnerable and have had a power cut, providing understanding, support and guidance to help navigate them through this difficult time, by detailed questioning, active listening and managing their expectations as well as setting and agreeing timescales for actions to be performed.
• Carry out proactive outbound calls to customers with vulnerabilities on the Extra Care Register to ensure their details are up to date, enabling Electricity North West to offer the best support possible in the event of a power cut.
• In the event of customers being impacted by a fault or Planned Supply Interruption, empathise with their situations and work with the customer to offer appropriate welfare support and advice, signpost them to relevant partners or potential solutions.
• Gain an understanding of customer issues through detailed questioning and active listening and then managing customer expectations as well as setting and agreeing timescales for actions to be performed.
• Work with other areas within the business to resolve customer queries and complex customer complaints, using investigative skills to ensure quick and efficient resolution where possible to achieve the best outcome for the customer experience.
• Maintain data cleansing activities and updating of customer records as required.
• Proven customer service experience within a fast paced contact centre environment; experience dealing with complaints.
• Strong organisation and time management skills.
• Experience supporting customers with vulnerabilities preferred.

We welcome applications from individuals with diverse backgrounds and experiences who meet the following criteria:

What we're offering

• An annual bonus scheme
• 25 days annual leave increasing with length of service
• Private Healthcare
• An employee rewards
• Portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development through our L&D function.

Our Commitment to Inclusion

We're proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.