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Customer Service Advisor

4 weeks ago

Peterborough, United Kingdom Insite Energy Full time

Insite Energy is a dynamic, fast growing, utility services company that provides support to distributed energy schemes in the UK, particularly district heating schemes. The services provided include metering & billing, site management and maintenance services. The core of our business is providing high quality customer care.
The principle role of the Customer Service Advisor (CSA) is to resolve customer queries about their energy accounts in an effective, efficient and courteous manner. As part of the Customer Services team, CSAs also provide wider support to the overall metering and billing processes, including processing of payments, bills and credit control.

*
Duties & Responsibilities*
- Provide excellent customer service to Insite Energy customers in answering and resolving their enquiries in a courteous, efficient and timely manner to ensure first contact resolution.
- Proactively review customer accounts when they call, to identify and resolve any future problems before they arise.
- Proactively review customer accounts from a credit control perspective and initiate communications with customers to ensure timely payment for services.
- In delivering excellent customer service, the Customer Service Advisor will need to:

- Respond to queries raised by customers in a polite and friendly manner
- Investigate and resolve routine customer enquiries at first point of contact, ensuring the delivery of an efficient and effective service to our customers
- Ensure complaints are treated seriously and ensure complaints procedures are followed
- Empathise with the customer where appropriate and ensure the customer always feels valued, treated fairly and properly informed
- Ensure compliance with Data Protection procedures at all times

The CSA is part of a flexible Customer Services team and, as such, will need to provide wider support to the team as required, including providing support to new scheme set-up and the ongoing metering & billing processes.**Requirements**
- Previous call centre experience desirable.
- Experience in dealing with the public in a customer service related role.
- Excellent communication skills, including verbal with proper grammar.
- Ability to work with others in a close manner.
- Good computer skills.
- Good multi-tasking skills.
- Able to react effectively and calmly in emergencies or in the exceptional case of a disgruntled customer.
- Able to maintain customer confidentiality.

**Work location**:
Stuart House St John’s Street, Peterborough, PE1 5DD.
**Working hours**:
37.5 hours per week:
Rotating shifts: Monday to Friday, 09:00 - 17:30 (30-minute lunch break + two 15-minutes breaks)
Monday to Friday, 12.00 - 20.30 (30-minute lunch break + two 15-minutes breaks)
Alternative Saturdays with a day off in the week
**Benefits**
- Salary: £22,000 (gross) per annum
- Customer Services Incentive Plan
- 20 days holiday per calendar year (rising with service up to 25 days) + English bank/public holidays
- Pension matched at 4%
- Employee online Wellbeing Centre + free access to a confidential Employee Assistance Programme
- Employee discount & deals scheme on a range of products & services
- DO RIGHT WITH INSITE - Our Corporate Social Responsibility Programme provides our employees with up to 2 days paid time off per year for engage with company volunteering initiatives
- Vibrant company to work for, great culture
- Relaxed dress code
- Fabulous office environment, fresh, modern with onsite café
- Newly refurbished free access to gym and bootcamp classes at Stuart House
- Regular Social Events including Summer Party in London and Christmas Party in Peterborough

**Salary**: £22,000.00 per year

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