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Customer Service Advisor
3 months ago
THE ROLE
The Customer Experience Team are at the heart of our organisation and play a vital role in supporting our customers.
You will be joining an award winning, passionate team, who are proud to be recognised as the number one Gas Distribution Network in the UKfor customer satisfaction, working hard to ensure the 5.9 million homes and businesses we serve in the South of England and Scotland are safe and warm.
The Customer Experience Centre is a small team based in Portsmouth, but you will be working with the widerCustomer Experience team.
As a Customer Service Advisor, you'll be the first point of contact for our customers and provide the support they need to keep them safe and warm, while delivering an award-winning service we can be proud of.
Our Customer Service Advisors are multiskilled, and comfortable with handling multiple customers a day with the aim of getting it right first time.
Working within the Customer Experience team can be fast-paced and there is a lot to learn, so being able toretain information and being a quick learner is essential.
As is always putting the customer at the heart of what you do.KEY RESPONSIBILITIES
- Delivering an excellent level of customer service and be dedicated to keeping our customers safe and warm.
- An ability to work towards the key performance metrics of the department.
- Respond to customer contact across our contact channels, not just telephone.
- Deal with a variety of customer contact covering all areas of the business and workstreams.
- Ensure we get it right first time when a customer contacts us.
- Logging contact received to best understand where customer trends, patterns and improvements can be found.
- Generating work order requests for engineer visits and updating customer relationship management system.
- Achieving KPIs on an individual level, which feed into the wider team and department.
- Liaising with operational teams and managers across different levels and business areas.
- Identifying customers who would benefit from the Priority Service Register and additional support services, offering our customers access to relevant services they need.
- Supporting during gas outages.
- Dealing with complaint calls and ensuring we do everything we can to support our customers by allocating them to colleagues to resolve.
CULTURE/BENEFITS
This role will offer plenty of genuine learning and development opportunities, as well as a competitive salary with company benefits including retail & leisure discounts, HolidayPlus & Cycle2work schemes, gym & mobile discounts, a pension scheme, and more.
We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success.
WHAT YOU'LL BRING
- A people person who is passionate in helping our customers, recognising no two customers are the same.
- Be able to communicate clearly and effectively with internal and external stakeholders and customers.
- Proven experience in managing customer expectations and problem solving.
- A neat and accurate worker, as well as being able to multitask.
- Being at ease using multiple systems, and competent in Microsoft software packages.
- Able to work towards targets and clear objectives set by the department.
- Be able to respond quickly to changing customer contact and expectation.
- Have a flexible and adaptable approach to working.
- Knowledge of digital customer interactions would be desirable, but not essential.
WHO WE ARE
We're on a journey to transform the future of gas and we think outside the box - futuristic technologies and robotics are leading our innovation.
Keeping our customers safe and warm is what we do but beyond that, we want to make the world a better place,which is why we're passionate about helping in our communities, reducing our carbon footprint, and driving innovation in our industry.
At SGN, we strive to sustain our world through managing the network that distributes natural and green gas across the south of England and Scotland.
SGN are proud to employ around 4,000 individuals with a wide range of experiences, backgrounds, and beliefs. We are committed to providing an inclusive environment, where equal opportunities are available to all applicants and employees.
