Customer Support Officer

Wales & West Utilities Limited; Gloucester; On-site; GBP 36,000 - 41,000; Full time

Benefits offered by this job

Flexible working opportunities

25 days annual leave + bank holidays

Pension scheme with Aviva

Life insurance

Employee wellbeing programme

Discounts & cashback

On-site health & safety support

Job summary

Wales & West Utilities Limited is seeking a Customer Support Officer on a 12-month fixed term contract. You will engage with customers before and after planned on-site work, collaborating with operational teams to ensure a smooth customer experience.

The role demands strong customer service, communication, and organisational skills, plus a full driving licence. Knowledge of the Gas Industry is desirable, and a competitive salary is offered.

Qualifications

• Experience in a customer service role.
• Excellent negotiating, communication and organisational skills.
• High standard of keyboard skills and working knowledge of standard Microsoft applications.
• Full driving licence is essential.
• Good knowledge of the Gas Industry desirable.

Responsibilities

• Attend regular planning meetings with Performance Manager and Programme Controller.
• Promote the priority service register sign-ups with eligible customers.
• Record and feedback accurate information to key stakeholders involved in delivering the customer experience.
• Support formulation and delivery of communication strategy on high profile projects.
• Build strong rapport with operational colleagues to deliver the customer journey effectively.

Skills

Customer service

Communication

Negotiation

Organisational skills

Full driving license

Microsoft Office

Tools

Microsoft Office

Job description

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Who are we?

WWU is a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon-free vision for 2050.

What we’re looking for:

We are looking for a Customer Support Officer to join our team on a 12-month fixed term contract.

You will be responsible for communicating face to face with our customers before and after planned work affecting their homes, work collaboratively with operational teams on site to ensure the work is completed as efficiently as possible and that customers feel they’ve received a 10/10 level of service.

You’ll also identify priority customers who require extra assistance during our work and put arrangements in place to minimise the inconvenience to them and deal with customer issues as and when they arise.

We’ll trust you to:

• Attend regular planning meetings with Performance Manager and Programme Controller
• Promote the priority service register sign-ups with eligible customers
• Record and feedback accurate and relevant information to key stakeholders involved in delivering the customer experience
• Support formulation and delivery of communication strategy on high profile projects (e.g. attend customer drop-in centres, planning meetings etc.)
• Build strong rapport with operational colleagues to deliver the customer journey effectively

You’ll need to have:

• The ability to thrive in a dynamic target driven environment
• Experience in a customer service role and confidence in dealing with customers
• Excellent negotiating, communication and organisational skills
• A high standard of keyboard skills and a working knowledge of standard Microsoft applications
• A full driving license is essential
• A good knowledge of the Gas Industry is also desirable

We would also love to hear about anything else you feel you could add or bring to the role!

You can read a full job description here.

What’s in it for you?

• A starting salary of £35,940 rising to £41,073
• Flexible working opportunities
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% - totalling 15%
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
• “Choices” flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
• Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Friends & Family Discount for Three Mobile and Broadband
• Colleague recognition including Annual Celebrating Excellence Awards
• Living Wage Accredited Employer
• Award winning employer for ‘Outstanding Contribution to Workplace Health and Wellbeing’ and leading the industry in championing equality, diversity and inclusion
• Annual salary review
• Discretionary annual bonus
• Company Sick Pay
• In-house Occupational Health Team
• Employee Assistance Programme

The way we do things

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential.

We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.

If you think you’d make a good addition to the team, we would love to hear from you!