Senior Customer Service Advisor - Complex Enquiries & Mentoring

TotalEnergies; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

TotalEnergies is hiring a customer service professional in Greater London to handle complex enquiries and provide accurate product and service information. You will support multiple channels, assist with data and invoicing processes, and collaborate across Commercial, Finance, and Delivery teams to meet SLAs.

The role emphasizes GDPR compliance, data protection, and mentoring junior advisors while contributing to knowledge-base updates and cross-functional reporting for management meetings.

Qualifications

• A-Levels, NVQ Level 3, HNC/HND or equivalent qualification.
• Minimum 3 years' experience in customer service, technical support, or similar.
• Strong customer service and commercial awareness with complex enquiries.
• Excellent verbal and written communication; ability to explain technical information clearly to customers and internal stakeholders.
• Experience using CRM systems and Microsoft Office applications.

Responsibilities

• Handle complex or escalated customer enquiries across all channels.
• Troubleshoot technical issues and provide accurate product, system, and service information.
• Issue and send new membership cards, ensuring correct data is recorded and processed.
• Raise invoicing tasks including invoices/POs/credit memos and follow up on payments.
• Process manual voucher applications on customer accounts per policy and validation requirements.
• Support Level 1 Advisors with guidance, coaching, and second-line assistance for complex queries.
• Escalate cases to Level 3 or technical teams with clear documentation and communication.
• Maintain high levels of accuracy, compliance, and GDPR/data protection standards.
• Identify recurring issues and share insights to support process improvements.
• Participate in team meetings, update knowledge-base, and take part in feedback sessions.
• Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
• Collaborate with cross-functional teams (Commercial, Marketing, Delivery, Finance) and prepare reporting for management meetings.
• Mentor junior advisors by sharing best practices and helping develop their skills.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Organisational skills

Teamwork

GDPR & data protection awareness

Explain technical information clearly

Education

A-Levels / NVQ Level 3 / HNC/HND or equivalent

Bachelor's degree in a relevant discipline

Tools

CRM systems

Excel

Outlook

Word

Job description

TotalEnergies is hiring a customer service professional in Greater London to handle complex enquiries and provide accurate product and service information. You will support multiple channels, assist with data and invoicing processes, and collaborate across Commercial, Finance, and Delivery teams to meet SLAs.

The role emphasizes GDPR compliance, data protection, and mentoring junior advisors while contributing to knowledge-base updates and cross-functional reporting for management meetings.