Customer Service Advisor- Newcastle

2 weeks ago

Newcastle upon Tyne, United Kingdom ENGIE Full time

**ENGIE 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 to be based in **Newcastle**. This is a Fixed Term Contract role working 37 hours per week. Working is flexible in relation to office attendance (1-2 days per week) and standard office hours (8:30am - 5pm Monday to Friday) are expected. On offer is a competitive salary, bonus and benefits package.

**The Role**:
The purpose of the role is to deliver great customer service to all our customers through effective and timely query and complaint management.

**Key Responsibilities**:

- Work efficiently and managing own workload to respond to customers within agreed Service Level Agreements (SLA’s).
- Keep customers regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and always adhering to our policies
- Receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes
- Adhere to internal policies, risk frameworks, industry compliance and other requirements e.g. complaint handling policies and GDPR
- Take actions, working with other teams / departments, if necessary, to improve customer experience
- Ensure that all processes are always operated in a timely and efficient manner with a focus to provide excellent customer service

**Knowledge, Skills and Qualifications Required**:

- Excellent communication skills (including written and telephone skills)
- Results focus
- Numerical skills
- Microsoft Office proficient
- Proven record of excellent customer service
- Able to produce accurate work and adhere to KPIs
- For this role, you must have evidence of the right to work in the UK. There is no re-location package offered with this role._
- Engie is an equal opportunities employer and our goal is to impact lasting change through our actions. Together, we unite for equality and equity. If you are interested in applying, we encourage you to think broadly about your background for the role._
- The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers._

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