Senior Customer Service Advisor

2 weeks ago

Glasgow, United Kingdom OFGEM Full time

**Details**:
**Reference number**:

- 284498**Salary**:

- £23,450 - £32,320- National £23,450 - £29,381 London £25,750 - £32,320**Job grade**:

- Executive Officer- Level 1b**Contract type**:

- Permanent**Business area**:

- OFGEM - Eserve**Type of role**:

- Administration / Corporate Support
- Operational Delivery**Working pattern**:

- Flexible working, Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- GlasgowAbout the job

**Job summary**:
Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe and environmentally sustainable energy supply. We are playing a vital part in accelerating the transition to Net Zero and a carbon neutral energy system - a goal that everyone wants to achieve. Whatever your role, you’ll be playing your part in creating new energy solutions that are great for customers, and great for the environment.

It's important that you already have experience working within a customer service environment, including case management. Excellent written and verbal communication skills will help to ensure you provide a great service to stakeholders. You’ll be a team player who has proven ability to meet Service Level Agreements and Key Performance Indicators. You’ll be joining an experienced and supportive team, who will provide full training on complaint handling within Ofgem.

Ofgem is proud to be an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of open and fair competition, merit and business need.

**Job description**:
The purpose of this role is to contribute to the management of the complaints and disputes service. The role focuses specifically on the key outputs and deliverables below.

**Key Responsibilities**
- Triage complaints and allocate to the appropriate team. Follow internal operating procedures to ensure all complaints are responded to within required timescales.
- Interacting and communicating with current and potential participants in a clear and logical manner.
- Accurately log all complaints and disputes and provide data to the teams as required.
- Making recommendations to the Standard Operating Procedures to ensure robust and efficient processes.
- Making a case for referral to the Fraud, Compliance and Audit Teams, where necessary

**Key Outputs and Deliverables**
- Ensure complaints and disputes are acknowledged, logged and assigned in line with agreed procedures.
- Collate information to assist with the investigation of complaints and disputes.
- Review and analyse information provided from applicants.- Provide support on related issues across the team on an ad-hoc basis.

**Key Stakeholder Relationships**

In relation to day-to-day delivery, and operational scheme development:
**Internal **- Senior Management; IT; Fraud and Development teams

**External **-Scheme applicants and participants, consultants and trade associations

LI-AD1

**Person specification**:
The essential criteria for this role is:

- Experience of working within a customer service environment. (**LEAD)**
- Experience in working within a case management environment.
- Excellent written and verbal communication skills.
- Proven ability to deliver operational processes and meet Service Level Agreements and Key Performance Indicators.
- Demonstrable experience of working well in a team.
- IT literate including Microsoft Office (Outlook, Word and Excel).

The desirable criteria for this role is:

- Experience of handling complaints.
- Experience of working on Microsoft dynamic software, particularly in relation to information processing.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Making Effective Decisions
- Communicating and Influencing
- Managing a Quality Service
- Delivering at Pace

**Technical skills**:
We'll assess you against these technical skills during the selection process:
**Benefits**:

- Ofgem can offer you a comprehensive and competitive benefits package which includes; up to 30 days annual leave. Excellent training and development opportunities. The opportunity to join the Civil Service pension arrangements which include a valuable range of benefits. Flexible working hours and family friendly policies. Interest free season ticket loan.Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.You will then be asked to provide a 1250 word ‘personal statement’ evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the essential and desirable skills and capabilities

Feedback will only be provided if you atten

  • Senior Customer Service Advisor

    6 days ago

    Glasgow, United Kingdom Red Recruitment Full time

    Red Recruitment is recruiting Senior Customer Service Advisors to join a global digital business services company in Glasgow. This position will require you to investigate, manage and find the resolution of a customer's complaint as well as to ensure it is in line with the Financial Conduct Authority process. This role is full-time and the salary is £25,000...

  • Senior Service Advisor

    2 weeks ago

    Glasgow, United Kingdom Pendragon Full time

    **Senior Service Advisor** **Stratstone Mercedes-Benz of Glasgow** **Salary of £27,956 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    4 weeks ago

    Glasgow, United Kingdom Pendragon Full time

    **Senior Service Advisor** **Stratstone Mercedes-Benz of Glasgow** **Competitive Salary with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    5 days ago

    Glasgow, United Kingdom Pendragon Full time

    **Senior Service Advisor** **Stratstone Mercedes-Benz of Giffnock** **Salary of £26,686 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    5 days ago

    Glasgow, United Kingdom Pendragon Full time

    **Senior Service Advisor (fixed-term, 12 months)** **Stratstone Mercedes-Benz of Giffnock** **Salary of £26,686 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and...

  • Senior Service Advisor

    4 weeks ago

    Glasgow, United Kingdom Stratstone Mercedes-Benz Full time

    **Senior Service Advisor** **Stratstone Mercedes-Benz of Glasgow** **Competitive Salary with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    2 weeks ago

    Glasgow, United Kingdom Stratstone Mercedes-Benz Full time

    **Senior Service Advisor** **Stratstone Mercedes-Benz of Glasgow** **Salary of £27,956 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    2 months ago

    Glasgow, United Kingdom Pendragon Full time

    **Senior Service Advisor** **Evans Halshaw Glasgow Ford Commercials** **Salary of £25,659 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    4 weeks ago

    Glasgow, United Kingdom Pendragon Full time

    **Senior Service Advisor** **Evans Halshaw Glasgow Ford Commercials** **Salary of £25,659 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Senior Service Advisor

    3 weeks ago

    Glasgow, United Kingdom Evans Halshaw Ford Full time

    **Senior Service Advisor** **Evans Halshaw Glasgow Ford Commercials** **Salary of £25,659 with £6,000 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Are you a service advisor looking for a new and exciting challenge? Can...

  • Customer Service Advisor

    4 weeks ago

    Glasgow, United Kingdom Search Consultancy Full time

    UK Customer Service advisor role The company You will be joining a company that specialises in the provision of fully digitised subscription services for their clients. The company provides a full end-to-end service for their clients from implementing the subscription service, managing the subscription service and providing in-depth insights to their...

  • Customer Service Advisor

    3 weeks ago

    Glasgow, United Kingdom Blue Arrow Glasgow Full time

    Permanent vacancy - Customer Service Advisor Salary - £20,862 Location - Hillington Excellent benefits package and working environment **Working hours - 11 hour shifts (07:30-18:30)** **Two week rotational shift working** **Week 1 - Monday, Tuesday, Saturday & Sunday** **Week 2 - Monday, Tuesday and Wednesday** Our client based in Hillington, is...

  • Customer Service Advisor

    3 weeks ago

    Glasgow, United Kingdom Search Consultancy Full time

    Job: Customer Service Advisor (Trainee Advisor) Location: Glasgow City Centre **Salary**: £22k - £25k Shifts: Monday - Friday (1 in 4 Saturdays) Search are delighted to be exclusively supporting a highly successful, Scottish Financial Services business as they look to expansion in the new year. As a personal financial solutions company, our client...

  • Customer Service Advisor

    2 weeks ago

    Glasgow, United Kingdom Path Recruitment Full time

    Location Glasgow- Discipline: - Plant Hire, Sweeper Hire, Commercial Vehicles, Tool Hire, Powered Access, Power Generation, Lifting & Handling, Material Handling, Heavy Plant, Construction Plant- Associated job titles: - Hire Administrator, National Account Manager, Administrator, Trainee Hire Controller, Hire Desk Controller, Hire Manager, Hire...

  • Customer Service Advisor

    4 weeks ago

    Glasgow, United Kingdom Red Recruitment Full time

    Red Recruitment is delighted to be partnering with one of the UK's premier employers; OVO Energy as they recruit for Customer Service Advisors to join their award winning team in Glasgow. OVO is an energy supplier on a journey to zero carbon, committed to becoming a net zero carbon business by 2035. OVO launched to make energy cheaper, greener and simpler...

  • Customer Service Advisor

    4 weeks ago

    Glasgow, United Kingdom Red Recruitment Full time

    Red Recruitment is delighted to be partnering with one of the UK's premier employers; OVO Energy as they recruit for Customer Service Advisors to join their award winning team in Glasgow. OVO is an energy supplier on a journey to zero carbon, committed to becoming a net zero carbon business by 2035. OVO launched to make energy cheaper, greener and simpler...

  • Customer Service Advisor

    3 weeks ago

    Glasgow, United Kingdom red recruitment Full time

    Red Recruitment is delighted to be partnering with one of the UK's premier employers; OVO Energy as they recruit for Customer Service Advisors to join their award winning team in Glasgow. OVO is an energy supplier on a journey to zero carbon, committed to becoming a net zero carbon business by 2035. OVO launched to make energy cheaper, greener and simpler...

  • Customer Service Advisor

    2 weeks ago

    Glasgow, United Kingdom Red Recruitment Full time

    Red Recruitment is delighted to be partnering with one of the UK's premier employers; OVO Energy as they recruit for Customer Service Advisors to join their award winning team in Glasgow. OVO is an energy supplier on a journey to zero carbon, committed to becoming a net zero carbon business by 2035. OVO launched to make energy cheaper, greener and simpler...

  • Customer Service Advisor

    2 weeks ago

    Glasgow, United Kingdom Red Recruitment Full time

    Red Recruitment is delighted to be partnering with one of the UK's premier employers; OVO Energy as they recruit for Customer Service Advisors to join their award winning team in Glasgow. OVO is an energy supplier on a journey to zero carbon, committed to becoming a net zero carbon business by 2035. OVO launched to make energy cheaper, greener and simpler...

  • Customer Service Advisor

    3 weeks ago

    Glasgow, United Kingdom BES - Goole Full time

    Bailey Employment Services are currently recruiting for Customer Service Advisors for Lloyds Banking Group in Glasgow. Could you help Lloyds Banking Group become the best bank for customers? As one of the UK’s leading financial services Groups, Lloyds Banking Group are currently seeking motivated and enthusiastic individuals to become a part of their...