Evening Customer Service Centre Advisor

3 weeks ago

Leatherhead Surrey, United Kingdom ESP Utilities Group Ltd Full time

Customer Service Representative Are you passionate about delivering exceptional customer service and making a real difference during critical moments? We're looking for a Customer Service Representative to join our dynamic team and help us support our customers with empathy, efficiency, and professionalism.
Key Responsibilities
As part of our customer service team, you will:
Handle customer inquiries via phone and email with clarity and care.
Maintain and update customer records in our core system.
Proactively contact vulnerable customers during power loss events to offer support.
Accurately log all customer interactions and service updates.
Liaise with sub-contractors and customers to coordinate delivery of sub-contracted works.
Manage compensation payments in line with industry standards for customers affected by power outages.
Take ownership of service-related issues, resolving them confidently and professionally.
Demonstrate empathy and understanding in challenging customer situations.
Assist in preparing regularly scheduled reports.
Ensure all enquiries are handled in accordance with relevant legislation, regulations, and customer care standards.
Provide administrative support throughout the asset adoption process.
What We're Looking For
We're seeking someone who:
Has excellent communication and interpersonal skills.
Is highly organised and detail-oriented.
Can work independently and as part of a team.
Is confident using customer service systems and Microsoft Office tools.
Has a proactive approach to problem-solving and customer care.
Why Join Us?
Be part of a supportive and inclusive team.
Make a meaningful impact on customers' lives.
Enjoy opportunities for growth and development.
Work in a role where your empathy and professionalism truly matter.
Benefits include:
Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
Bonus
Enhance Pension
Private Medical Insurance
Life insurance
Company training programmes to help you develop.
Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
Volunteering day: one day a year fully paid.

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