Senior Customer Service Advisor

3 weeks ago

London, United Kingdom OFGEM Full time

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

- 309137**Salary**:

- £23,450 - £32,320- National £23,450 - £29,381 London £25,750 - £32,320- A Civil Service Pension with an average employer contribution of 27%**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
- Glasgow, LondonAbout 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. Within Ofgem this role is known as Engagement Analyst.

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**:

- Alongside your salary of £23,450, OFGEM contributes £6,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; Hybrid working (currently 1 day a week in the office but is in review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important

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