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Customer Service Advisor

SGN

Perth

On-site

GBP 24,000 - 29,000

Full time

2 days ago

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Job summary

Join SGN as a Customer Service Advisor in Perth, where you'll provide outstanding support to customers across various channels. As part of an award-winning team, you will play a vital role in ensuring customer safety and satisfaction while working in a fast-paced environment. This full-time position comes with competitive benefits and aims to serve millions of households in Scotland and the South of England.

Benefits

Competitive pension scheme

Enhanced maternity/paternity pay

Life assurance

HolidayPlus

Cycle2work Scheme

Qualifications

Proven experience in managing customer expectations.
Ability to quickly adapt to changing customer needs.
A people person passionate about customer service.

Responsibilities

Delivering excellent customer service across multiple channels.
Logging customer interactions and identifying trends.
Supporting customers with gas connections and managing complaints.

Skills

Customer service

Problem solving

Multitasking

Communication

Tools

Microsoft software packages

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Perth | £24.8k - £29k per annum (dependent on skills and qualifications)

Full-time | Office based

Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

REQ4955

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, 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.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…

Delivering an excellent level of customer service.
An ability to work towards the key performance metrics of the department.
Respond to customer contact across our contact channels, not just telephone.
Deal with a variety of customer contact covering all areas of the business and workstreams.
Ensure 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.
Support 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 Will 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.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN is a leader in pioneering research and development toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm.

About us | Benefits | Diversity and inclusion

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.

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