Customer Services Advisor

BUUK Infrastructure; Bury St Edmunds; Hybride; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Annual pay review

Pension contributions up to 10%

33 days holiday + purchase option

Enhanced maternity/paternity/adoption

Referral bonus £1000 (net of tax)

Hybrid working for eligible roles

Development opportunities

Résumé du poste

BUUK Infrastructure is seeking a Customer Services Advisor - Data Assurance to help ensure regulatory compliance and accurate customer data while delivering excellent service to our customers. The role is part of the Data Assurance team within Customer Services, with responsibilities spanning gas and electricity data processes.

You will handle data cleansing, MPAN updates, and supplier queries, using industry systems such as Xoserve and ECOES, while maintaining strong communication with internal

Qualifications

• Effective communication at all levels
• Accurate data entry
• Good organisational abilities
• Proficient in Excel, Word and MS Office applications
• Excellent telephone manner and teamwork

Responsabilités

• Carry out Data Assurance tasks within the Customer Services remit
• Use internal and industry systems (e.g., Xoserve, ECOES)
• Manage Data Assurance mailboxes and queries
• Ensure accuracy of address data in Amadeus and industry databases
• Update MPANs and investigate energisation status issues
• Data cleansing to support Ofgem targets and industry changes
• Handle external calls from customers and resolve queries
• Support the Unmetered supplies team to reduce lost revenue
• Process Electric Disconnection procedures in line with regulations
• Contribute to a collaborative Data Assurance Team environment
• Support other duties as required by the manager

Connaissances

Effective communication

Data entry

Organisational skills

Telephone manner

Team working

Formation

GCSE English & Maths 4+

Post-16 qualification

Outils

Excel

Word

Description du poste

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best - ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for Customer Services Advisor - Data Assurance who would like to help us reach our mission to "earn customer loyalty and drive business growth by providing consistently excellent service".

Purpose of this role

Reporting to the Industry Operations Team Leader (Data Assurance), be part of the Customer Services department, undertaking tasks that ensure BUUK are fully compliant with all regulatory obligations and licence conditions, providing excellent customer service to all. Main responsibilities will be located within the Data Assurance Team, although not limited to and tasks may, at times, expand to support other teams within Customer Services.

Your key responsibilities are

• Carry out tasks as required to manage processes and duties related to Data Assurance under the Customer Services remit.
• Use of various systems, both internal and external, including industry systems such as the Xoserve database for gas, and electricity systems, such as ECOES.
• Work within agreed Standards of Service as applicable.
• Manage the mailboxes related to the Data Assurance Team and queries contained within.
• Carry out duties related to various Data Assurance processes, for both gas and electric.
• Process all Shipper/Supplier online queries in accordance with regulatory obligations for both GTC and ENC.
• To ensure the accuracy of address data within internal Amadeus system and industry databases by liaising with our housebuilder customers and local authorities as appropriate.
• Update Meter Point Administration Numbers (MPANs) retrospectively, adhering to regulated processes.
• Chase missing energisation flows from suppliers and support investigation into root cause to limit revenue exposure from incorrect energisation status.
• Data cleansing activities to support Ofgem and industry targets for accurate customer details on gas and electricity supply points.
• Data cleansing activities to support broader industry change the drive for high data integrity impacting processes and remit of the Data Assurance Team.
• Dealing and resolving queries as a result of industry flows which impact meter point confirmation and crossed or duplicate metres or addresses to ensure data assurance.
• Supporting the Unmetered supplies team to reduce lost revenue by requesting certificates from developers to select a supplier to provide services and allowing correct billing flows.
• Processing the Electric Disconnection process, making sure all Regulations/SLA's are adhered too.
• External call handling for customer queries and complaints.
• Managing Customer queries efficiently and successfully alongside daily tasks within Data Assurance Team.
• Seeing call queries through from start to finish.
• Emergency call handling.
• Any other duties as required by the manager.

GSCE at Level 4 (or equivalent) in English and Maths.

Experience/Knowledge

• Evidence of managing a team.
• Has strong leadership skills.

Abilities/Skills

• Effective communication skills at all levels.
• Efficient and accurate data entry skills.
• Good organisational skills.
• Proficient in the use of Excel, Word, and other Microsoft applications.
• Excellent telephone manner.
• Ability to work as part of a wider team.

Desirable

• Post-16 qualification.
• Evidence of managing varied functions and systems.
• Knowledge of the gas and electricity industry.
• Evidence of providing excellent Customer Service.
• Effective communication skills at all levels and within all methods.

Benefits

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.

What's the best thing about BUUK?

We asked our people.

From the supportive culture and opportunities to grow, to the great friends and chocolate brownies, our people tell us what they love most about working at BUUK.

We all matter.

Find out about our supportive culture.

Hear how our shared sense of mutual respect and belonging underpins out culture and supports us all.

The BUUK Group operates with preferred suppliers for recruitment agencies which are reviewed periodically. We do not accept unsolicited speculative CVs from recruitment agencies. Receipt of unsolicited CVs does not imply an introduction to the BUUK Group; therefore, no ownership of such candidates will be given. If recruitment agencies submit unsolicited speculative CVs, we retain the right to contact, pursue and hire these candidates directly and consider them for current or future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers. Should you wish to be considered as a preferred supplier, please email [e-mail] to enquire. All terms will only be agreed by the Resourcing Team at BUUK.