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Customer Advisor

3 months ago

Preston, Lancashire, United Kingdom ENWL Full time

We're champions of the North West and we're proud that it's our electricity network that connects communities and helps keep the electricity flowing every minute of every day, from when you wake up to when you fall asleep and all the hours in between.


A key part of the UK's journey to net zero carbon is the revolution of our electricity industry and as the regions network operator, it's our responsibility to lead the way, help the North West to decarbonise and pave the way for the growth of renewable energy.


Together we have the energy to transform our communities. We are switched on. We are adaptable. We take pride.


Do you have customer service experience? Are you looking for an exciting new opportunity in Preston? Electricity North West is looking for Customer Advisors in their brand new Contact Centre, and are offering a salary of £25,835.88 plus shift pay and excellent benefits.


As a Customer Service Representative you will be point of contact for our customers, providing a first-class customer experience and ensuring that any queries or issues that may arise are resolved within company and regulatory targets.

As a Customer Advisor, you can expect to:

  • Perform both inbound and outbound customer calls;
  • Gain an understanding of customer issues through detailed questioning and active listening and then managing customer expectations as well as setting and agreeing timescales for actions to be performed;
  • Manage and proactively communicate with our Priority Service Registered customers when they are impacted by a fault or planned supply interruptions in line with customer and company requirements and offering appropriate welfare support and advice, and signpost the customer to the relevant partners;
  • Maintain data cleansing activities and updating of customer records as required.

Shifts within the Contact Centre run Monday to Sunday between 7am and 10pm, working one weekend in four.

To be successful in this role, you will need excellent communication, active listening skills and experience working towards targets.

You will also require the following:

  • Proven customer service experience within a fast paced within a contact centre environment;
  • Experience dealing with complex customer issues and/or complaints;
  • Strong organisation and time management skills.

Reward & Benefits As a vital member of our team and in return for your expertise, inclusive approach and commitment, in addition to salary, we are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:

  • An annual bonus scheme
  • Twentyfive days annual leave plus bank holidays
  • Private healthcare
  • An employee rewards portal offering discounts on several wellknown brands
  • A marketleading contributory pension scheme
  • Employee assistance programme and opportunity for professional development through our L&D function.

Diversity & Inclusion **At Electricity North West, our people important to us and we're passionate about creating a great place to work where we can all be ourselves, reach our full potential and build long lasting careers. We're striving to increase diversity of thought and talent in our people and to recruit highly skilled workforce that's representative of the communities we serve. For us, embracing our differences is what makes us stronger.


Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by Electricity North West.

Due to the of this role, the following pre-employment checks will be required; references from previous employers, Disclosure and Barring Service (DBS) and a Drug & Alcohol test.

**We reserve the right to close this vacancy early.