Senior Client Servicing Administrator

3 weeks ago

Leatherhead Surrey, United Kingdom ESP Utilities Group Full time

Customer Service Administrator Role Context
1) The continued relationships that we have with our customers during the build out of networks under the asset adoption process for both gas and electricity. 2) Maintaining a strong reputation and brand, achieved through providing the best possible services to those households and businesses connected to our networks (Consumers).
3) Ensuring ESPUG complies with the obligations of its Asset Management System (Asset Management).
This role will be part of a focused team that is committed to ensuring the administrative functions that support our customer/operational responsibilities are completed to the highest possible standard, in line with ESPUG’s Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and underpinned by our Values and Behaviours:

Be Excellent: We hold ourselves and others to account; we simplify the complex and deliver quality
The Customer Service Administrator's primary role is to deliver the administrative activity that supports our customer journey responsibilities. These activities support the integrity of ESPUG’s asset adoption process and helps fulfils the needs of our customers (B2B) who build the networks we adopt. In this role you will need to communicate effectively and build quality relationships with our customers, service providers and consumers (end users connected to our networks).
Interaction and collaboration with all functions of ESPUG’s Operations department is a key aspect of the role, supporting the department to fulfil the needs of our customers (B2B) who build the networks we adopt. Offering Vital Administrative Support including responding to customer queries, populating industry standard templates, maintaining trackers, validating documentation in line with industry standards.
Building Strong Relationships through effective communication with ESP’s customers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed.
promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
Full working knowledge of Microsoft Office
Flexible & adaptable approach to working

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