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Pro-active Customer Service Support Agent

1 month ago

Shiremoor Tyne and Wear, United Kingdom Northern Powergrid Full time €28,401

Do you want to help power your career and be part of an evolving energy industry?​

​

We have some exciting and rewarding opportunities for Customer Service professionals based in the North East, as Pro-active on-site Customer Service Response Agents.

The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs now and in the future.

If you have the enthusiasm and ability to deliver an outstanding customer experience and a full UK driving licence, we will support you with the rest. Our Pro-active on-site Customer Service Response Agents are at the very heart of our business – they really are Team Powergrid

We are looking for people with a ‘Customer First’ mindset, to provide a professional, quality service to our customers as we strive to continually deliver a consistent 10 out of 10 experience to all our customers.

What you would be responsible for:

•Providing pro-active welfare on-site support during long duration (>6 hour) power cuts. Using initiative and appropriate judgement to provide personalised, practical support.

•Identify priority service membership customers that need additional support

•Carry out detailed assessments of our customers needs and ensure we deliver the support required to achieve the best outcome for the customer

•Accurately record all customer interactions and support delivered on-site

•Be a brand ambassador, identifying customer needs to refer into our partners for further support, i.e fuel poverty, energy efficiency

•Work with the Customer Vulnerability Manager in identifying any improvements to our enhanced service offering and how it is delivered onsite

•Identify and register customers for Priority Service Membership that are not currently signed up but would benefit from being a member

•Resolution of complaints on-site and support regional resolution of complaints

What is in it for you:

•Starting salary: £28,401 with progression to £31,107 (P&A L2 pp 8-10)

•Company car allowance

•Enrolment in our pension scheme with a generous company contribution

•25 days annual leave entitlement, increasing with length of service

•Fully supported and structured training programme

•Reward and recognition scheme

Why choose Northern Powergrid?

•One of the largest employers in the North East and Yorkshire

•Make a difference and support customers within your community

•Be actively involved in your regions’ journey to net zero

•To provide support to local and vulnerable people in your region

•We have committed to growth strategy of an additional 1,000 roles over the next five years

Does this sound like you?

•Achieved 2 A-Levels C or above, or NVQ Level 3, or ONC in Business Management

•Confident in handling a wide range of customer contacts, with a focus on delivering a high standard of customer experience

•Excellent organisational and time management skills -including the ability to manage allocated workload, prioritise effectively and meet business requirements

•A strong team player who supports internal colleagues

•Resilient and solution focussed

•Adaptable to change

•Ability to work in a fast-paced dynamic environment

•Attention to detail -an ability to work accurately in line with set policies and procedures and able to identify when a variation is needed and escalate accordingly

•Good IT skills including use of Microsoft applications specifically Outlook, Word and Excel

•Full UK driving licence

•Flexible to support our customers when needed, working between 6am and 7pm Monday to Friday and covering one weekend in 3 on standby

So, if you are highly motivated and well organised :

Visit northernpowergrid.com/careers to find out more about this and other career opportunities. ​

Posted: 23 October

Closing date for applications: 6 November

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.

In order to comply with our electricity distribution licence, we have to ensure our colleagues are fit and proper to visit and enter our customers’ premises. Consequently, as this role may involve visiting and entering our customers’ premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in your application if you are content for this check to be completed.