Senior Customer Service Advisor
2 weeks ago
Ofgem is driving renewable energy across Great Britain, creating an energy system fit for the future whilst ensuring customers are protected through this transition as we all drive towards net zero. As part of the Operational Delivery profession, you will be part of the team that are all playing their own role towards achieving this collective goal. The Operational Delivery profession provides excellent exposure to all areas of Ofgem.
**Job description**
Excellent customer service is at the core of this job, so you’ll already have some practical experience in a customer focused setting. Good communication skills - in writing and in person - together with a keen attention to detail will be key. It’s important that you enjoy working in a fast-paced environment and have an ability to co-ordinate your work to both meet competing deadlines and ensure all agreed processes and requirements are met. It’s also essential that you can work well in a team environment and take a flexible approach to meeting shared objectives.
**Key Responsibilities**
- Liaising with teams within and outside of the hub to understand and priorities workload.
- Dealing with non-complicated complaints and requests or contacting relevant teams/people to manage complicated cases.
- Supporting all aspects of operations and scheme related work.
- Meeting the team’s Key Performance Indicator targets.
- Collaborate and provide support on issues across the team on an ad-hoc basis.
**Key Outputs and Deliverables**
- To be the first point of contact for scheme participants and members of the public with queries about the scheme(s).
- To raise issues with internal teams and support them with operational needs.
- To receive and handle enquiries, non-complex complaints, and requests for information.
- To keep organised notes of issues handled in the event that they need to be reviewed.
- To meet team KPI targets.
**Key Stakeholder Relationships**
**External **-Scheme participants, certification bodies.
**Internal** _- _Operations, Assurance, Legal, Policy, Change and IT.
**Salary**: £23,450.00-£29,381.00 per year
**Benefits**:
- Company pension
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Glasgow, G1 1LH
Reference ID: 281496
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