Vulnerable Customer Advocate

7 days ago

Milton Keynes, Milton Keynes, United Kingdom SGN Full time
About the Role

We are seeking a highly skilled and compassionate Community Liaison Advisor to join our team at SGN. As a key member of our Customer Experience team, you will play a vital role in providing exceptional customer service and support to vulnerable customers.

Key Responsibilities
  • Proactive Customer Engagement: Provide front-line customer engagement for vulnerable or at-risk customers to ensure their needs are identified and reasonable provisions are put in place.
  • Support and Guidance: Offer support and guidance to vulnerable customers through SGN's Additional Services and local support schemes to help them use energy safely, efficiently, and affordably.
  • Community Outreach: Identify opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help them use energy safely, efficiently, and affordably.
  • Collaboration and Feedback: Work closely with our operational and customer experience teams to share customer feedback and insights, and to identify opportunities to improve customer experience and reduce customer complaints.
  • Emergency Support: Provide customer welfare support during gas emergencies, both during working hours and via the regional standby rota.
Requirements
  • Customer Service Experience: Proven experience in delivering great customer service, providing advice services, and energy efficiency.
  • Communication Skills: Excellent communication skills to ensure customers value and get the best outcomes from the support services provided.
  • Team Working Skills: Excellent team working skills to build impactful and trusted working relationships to support customer action plans.
  • Drive and Motivation: Drive to deliver great customer and partner experience, working well with people to deliver sector-leading performance.
  • IT and Written Skills: Strong IT and written skills to report and communicate with customers and colleagues.
  • Ethical Standards: Strong ethical standards and the ability to work autonomously and collaboratively within our team.
  • Learning and Development: Willingness to learn and become an expert in customer information related to GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services, and Customer Enquiries/Complaints.
  • Driving Licence: Holds a UK driving licence as significant travel is required in the role, driving one of our safe and warm vehicles.

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