Customer Service Support Advisor

2 weeks ago

Leeds, United Kingdom Engie UK Full time

About ENGIE

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.

About 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.

This is a Hybrid role assigned to our Leeds office where the successful candidate would be based two days a week. On offer is a competitive salary and benefits package and the chance to make a difference in the energy transition. This role is available as a full-time position or may be tailored to a 4-day week for the right candidate.

Key Responsibilities

  • 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 re-open complaints where not resolved for the customer
  • To adhere to internal policies, risk frameworks, industry compliance and other requirements.
  • To complete complaint closure reports and perform root cause analysis.
  • To identify themes of process and system issues that are creating high volumes of queries
  • To provide support to the Credit Control team to resolve disputes in a timely manner
  • To take actions, working with other teams / departments if necessary, to improve customer experience
  • To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times
  • To provide a seamless handover of query information to other teams.
  • To identify knowledge gaps within Retail Operations and at the SSC, arranging appropriate training.
  • To assist in the development and training of new starters within the department

Knowledge and skills:

  • 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.
  • Demonstrable self-management/motivation skills

Experience and qualifications

  • Previous customer service experience
  • Experience from a similar role within the Energy sector, desirable

Benefits we offer

  • Flexible Working
  • Bonus Programme
  • Income Protection
  • Highly Competitive Employer Pension Contribution
  • Healthcare Cash Plan
  • myENGIE discounts
  • Diverse Employer

Equal Opportunity

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes only. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

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