Customer Support Officer

A fantastic opportunity to join one of the south's largest Utilities companies to cover a regional role for their key client areas such as Croydon, Mitcham, Weybridge, Balham, Feltham, and Teddington.

In this position, you will be required to act as support to the operational personnel in order to improve customer service levels and smooth running of operations. This will be a site-based position covering the above locations, so a full driving licence and willingness to travel to customer sites during work hours is essential.

Customer Support Officer Position Overview

• Attend relevant meetings to understand community/stakeholder plans and work activities planned ahead.
• Check information of notices/parking bay suspensions to inform customers of pending work.
• Coach operative workforce on how to provide 'great' customer service.
• Attend to and resolve customer enquiries and complaints, by telephone or face to face, with operational support as required.
• Carry out customer site visits on "push" days and at "end of works" to ensure internal works and reinstatement works are complete and satisfactory.
• Support all reinstatement and internal works complaints and enquiries.
• Attend customer appointments ensuring vulnerable customers are identified and damages are recorded.
• Refer technical enquiries to appropriate supervisors, following up to ensure satisfactory closure.
• Contact all 'off-gas' customers who generated enquiries to check gas has been restored.
• Track and trend site visits/customer complaints to identify customer service patterns and assist with the development of customer training programmes to address any areas highlighted.
• Present monthly customer updates to operational staff as required (team talks, presentations, reports).
• Attend customer training days to support the client.

Customer Support Officer Position Requirements

• Previous experience in a Customer Service environment with strong Customer Service Skills
• Confident in dealing with difficult situations
• Proficient in the use of all Microsoft Office (Word, Excel, Power Point and Outlook)
• Full UK driving license - essential

Customer Support Officer Position Remuneration

• Salary - £31,000.00
• Monday to Friday (7am-4pm)
• Company Van + Fuel Card
• 25 days holiday
• Company Pension
• Staff Discount Programme