Customer Service Call Advisor
2 weeks ago
**About the Role**
**Base Location**: Walton Park - Cosham/Portsmouth
**Salary**: £25,703 - £29,879 + Shift Allowance + a range of other benefits to support your family, finances and wellbeing.
**Working Pattern**: Permanent | Full Time, 37 hours | Office based
The Customer Contact Centre is the first point of contact for any customers who are experiencing a power cut or external electrical issues.
We work in all hours, and through all weathers, ensuring our customers are never without power. Our Customer Service Call Advisors are at the heart of our business; you're often the first person our customers speak to, and so we need passionate, enthusiastic individuals like you to join our team.
**Key responsibilities will include**:
- As part of our customer contact centre you will be taking inbound calls from and making outbound calls to customers who have a power cut or are experiencing another electrical emergency.
- Talking to our customers when they experience an issue with their electricity supply, providing them with regular updates, offering welfare and support for priority service customers.
- Deal with customer complaints as the first point of contact and be responsible for maintaining a 1st class service to all our customers.
- It is important to us that we support our most vulnerable customers, we will rely on you to identify when there is a vulnerability at a property during your call so it is key that you are able to confidently talk to customers about their vulnerabilities and the support we can offer.
Flexibility and support during bad weather are a crucial part of what we do, this role has working hours between 06:00 & 23:00 7 days a week and attracts a shift allowance, as well as 1 in 6 standby obligations.
**What do I need?**
- Previous experience in a customer focused role, preferably with experience working within a fast paced or contact centre environment. A basic understanding of the Distribution Energy Sector would be an advantage.
- The ability to communicate with a variety of customers over the phone, therefore excellent verbal communication skills are essential.
- We are looking for someone who is organised, flexible and self-motivated, with strong time management skills.
- You should be able to demonstrate the ability to work independently and within a team.
- You must have good computer skills and have the ability to multitask and think on your feet including the flexibility to support your colleagues, provide information to other teams and focus on delivery of customer service goals.
**What’s in it for you?**
An excellent package with 34 days holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.
**Next Steps**
EXTERNAL: If you successfully secure a role with us, you'll be required to complete our pre-employment screening process before joining.
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