Customer Service Representative

ESP Utilities Group; Leatherhead; On-site; GBP 20,000 - 30,000; Full time

Job summary

A utility company in Leatherhead is seeking a customer service representative to assist with customer inquiries primarily via phone and email. The role involves maintaining customer records and proactively reaching out to vulnerable customers during outages. Ideal candidates will have strong communication skills and a working knowledge of Microsoft Office. The company offers a solid benefits package including 26 days of holiday, private medical insurance, and a bonus scheme.

Benefits

26 days holidays

Bonus

Enhanced Pension

Private Medical Insurance

Life insurance

Company training programmes

Employee Rewards Portal

Enhanced Family Friendly benefits

Volunteering day

Qualifications

• Good knowledge of Microsoft Office is an advantage.

Responsibilities

• Handle customer inquiries via phone & email.
• Maintain and update customer records in the core system.
• Proactively call vulnerable customers to support them during power loss.
• Log all customer interactions accurately.
• Liaise with sub-contractors and customers for delivery arrangements.
• Coordinate compensation payments to affected customers.
• Confidently manage service-related issues.
• Demonstrate empathy in difficult situations.
• Prepare regularly scheduled reports.
• Assist with administrative support through asset adoption.
• Design complaint handling framework & training.
• Multitask effectively in a fast-paced environment.

Skills

Customer service

Communication skills

Attention to detail

Empathy

Adaptability

Tools

Microsoft Office (Word, Excel)

Job description

Overview

This role is based in our Leatherhead office, and it is to help the continued relationships that we have with our customers during the build out of networks. It is an exciting time to join us here at ESP as we go from strength to strength. Be part of a team and company that will allow you to grow and develop your career. Our working hours are Monday - Friday 9am - 5pm.

Responsibilities

• Handling customer inquiries via phone & email.
• Maintaining and updating customer records in our core system.
• Proactively calling vulnerable customers to support them in the event of power loss.
• Accurately logging all customer interactions.
• Liaising with sub-contractors and customers to arrange the delivery of sub contracted works.
• Coordinating compensation payments to customers who have experienced loss of power (inline with industry standards).
• Taking ownership of service-related issues and handling them in a confident and professional manner.
• Handling situations in a way that demonstrates empathy to customers in difficult situations.
• Assisting with preparation of regularly scheduled reports.
• Handle all enquiries in accordance with legislation, regulations and customer care standards.
• Provide administrative support to our customers through the asset adoption process.
• Designing and delivering robust Complaint Handling framework & training.
• Adaptability and multitasking capabilities in a fast-paced environment.
• Good attention to detail.
• Excellent communications skills.
• Experience in checking documents and accuracy of detail.

Qualifications/Experience

• A good working knowledge of Microsoft Office (Word, Excel) is an advantage.

Benefits

• Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
• Bonus
• Enhance Pension
• Private Medical Insurance
• Life insurance
• Company training programmes to help you develop.
• Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
• Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.
• Pension Scheme
• Private Medical Insurance
• Life Assurance
• 26 days annual leave
• Exclusive Employee Discounts
• Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.