Customer Service Advisor

1 week ago


Leeds, Leeds, United Kingdom ENGIE POWER LIMITED Full time
Requisition ID: 7113- Location: Leeds, LDS, GB, LS12 1BEENGIE is a global leader in low-carbon energy supply and services.

Along with over 100,000 employees worldwide, customers, partners and stakeholders, we are committed to accelerating the transition to a carbon-neutral world through more energy efficient and environmentally friendly solutions.

ENGIE's 1,000 employees in the UK are actively engaged in helping the Group reach net-zero carbon by 2045.

We have been active in the UK energy market for over 20 years and our investments are in renewable energy (solar, wind, hydro, biogas) and storage, whilst supplying energy to organisations of all sizes.

Some of our major businesses include First Hydro and Storengy.


We are shaping the future of responsible business by reconciling economic performance with a positive impact on people and the planet.

If you're excited about making an impact, we invite you to join our journey to build tomorrow's low carbon energy systems and meet the challenges of climate change.

ENGIE are recruiting for a
Customer Service Advisor in
Leeds. This is a
fixed term contract until the end of November 2023, working full time Monday to Friday. On offer is a competitive salary, bonus and benefits package.

Purpose of the role:


The role holder will be responsible for the resolution and root cause analysis of escalated customer queries, complaints, Ombudsman Service cases and Citizens Advice referrals.

Working as part of the Customer Care team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.


Key Accountabilities:

  • To resolve escalated queries and complaints within agreed Service Level Agreements (SLA's).
  • To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
  • To resolve and where necessary feedback on Citizens Advise referrals.
  • To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and adhering to our policies at all times
  • To keep accurate, detailed and up to date notes, in the Junifer System
  • To manage the timely closure of queries and complaints ensuring targets are met
  • To ensure new queries and complaints are opened whenever the nature of the contact differs and to reopen complaints where not resolved for the customer
  • To adhere to internal policies, risk frameworks, industry compliance and other requirements

Knowledge, Skills and Qualifications required
***:

  • Previous customer service experience
  • Experience from a similar role within the Energy sector, desirable
  • GCSE Maths and English Grade C (or equivalent) or above
  • Degree level (or equivalent), preferable
  • Excellent communication skills (including written and telephone skills).
  • Numerical skills.
  • Microsoft Office proficient.
  • Proven record of excellent customer service.
  • Able to produce accurate work within tight deadlines.
  • Proven organisational skills.


Business Unit: GEMS
  • Division: GEMS
  • UK SUPPLY
  • Legal Entity: ENGIE POWER LIMITED
  • Contract Type: Permanent
  • Professional Experience: Junior (experience < 3 years)
  • Education Level: None/GCSE


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