Sales Queries Administrator

2 months ago

Leeds, United Kingdom ENGIE POWER LIMITED Full time

Requisition ID: 6517- Location: Leeds, LDS, GB, LS12 1BEENGIE 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 **Sales Queries Administrator** in **Leeds**. This is a permanent role, working full time Monday to Friday. On offer is a competitive salary, bonus and benefits package.

**Purpose of the job**:
To process, manage and strive to resolve all queries and complaints sent to the Sales department. To assist other departments with resolving their queries and complaints that require Sales’ input. To help create, implement and maintain a robust contractual complaints process and set of responses for the Sales department. To act as a link between the Sales teams and the Customer Service teams and to work to develop a productive and efficient relationship between the two. To feedback on problem areas that could be tackled to reduce levels of queries and complaints across the Enterprise business, but especially within Sales.

To get involved with a wide and varied level of administration processes across the Enterprise Sales team when necessary, representing the team within the rest of the business in the absence of the Team Leaders at times and assisting the Sales Support Manager, Team Leaders and Senior Sales Support with their work as and when required.

**Key Accountabilities**:

- Prioritising incoming tickets from the SSC call centre in Newcastle, providing responses to customers / TPIs, requesting evidence from third parties, summarising the problems and providing an appropriate response.
- Managing un-ticketed ad-hoc queries from internal and external partners
- Effecting any agreed complaints resolutions thoroughly and securing the appropriate authorisation to carry them out
- Making balanced and fair decisions with regards complaint outcomes, showing due respect to the commercial and sensitive nature of our contracts
- To make sure all Sales queries and complaints are handled efficiently, with the best care for the customer in mind, within prescribed SLAs.
- To provide a professional but customer-friendly first point of contact for all external and internal stakeholders for any Sales query or complaint.
- To ensure all data used to input into systems is both complete and of appropriate quality “right first time” while meeting required turn-around times consistently.
- To ensure the process and procedures for queries and complaints are effective, thorough, compliant and well-communicated at all times.
- To maintain excellent relationships with all relevant departments, especially Customer Services and Legal, to facilitate the best outcome for customers swiftly.
- To provide feedback on key areas where processes and procedures could be improved to drive down the levels of queries and complaints coming into the Sales department.

**Knowledge, Skills and Qualifications required**
***:

- Previous experience in customer care
- Previous administrative experience
- Proven ability to manage customer (internal and external) relationships
- Previous industry experience (not a prerequisite)
- Above GCSE Grade C Maths
- Above GCSE Grade C English
- University degree preferred (not a prerequisite)
- Willingness to take on responsibility for complex workloads
- Demonstrate excellent numeric and IT skills
- Must be an excellent team player
- Positive and flexible approach to work
- Excellent verbal reasoning skills
- Ability to adapt to new systems and processes
- Highly effective communication skills, written, verbal and in person
- Ability to efficiently manage own workload
- Excellent time management skills
- Ability to resolve often extremely complex issues in a calm and professional manner
- Business Unit: GEMS- Division: GEMS - UK SUPPLY- Legal Entity: ENGIE POWER LIMITED- Contract Type: Permanent- Professional Experience: Junior (experience < 3 years)- Education Level: Bachelor's Degree

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