Customer Service Response Expert

6 days ago


Brigg, North Lincolnshire, United Kingdom Northern Powergrid Full time
Job Overview:
As a Pro-active Customer Service Response Agent at Northern Powergrid, you will play a vital role in providing exceptional customer service and support to our customers. Your primary responsibility will be to deliver a professional and quality service to our customers, ensuring they receive the best possible experience.

About the Role:
You will be working as part of a dynamic team to provide on-site support during power cuts, identifying priority service membership customers who require additional support, and delivering personalized assistance to meet their needs. You will also be responsible for accurately recording all customer interactions and support delivered on-site, as well as being a brand ambassador to identify customer needs and refer them to our partners for further support.

Key Responsibilities:
* Provide pro-active welfare on-site support during long duration power cuts using initiative and appropriate judgment to provide personalized, practical support
* Identify priority service membership customers that need additional support
* Carry out detailed assessments of customers' needs and ensure we deliver the support required to achieve the best outcome for the customer
* Accurately record all customer interactions and support delivered on-site
* Be a brand ambassador, identifying customer needs to refer into our partners for further support
* Work with the Customer Vulnerability Manager in identifying any improvements to our enhanced service offering and how it is delivered on-site
* Identify and register customers for Priority Service Membership that are not currently signed up but would benefit from being a member
* Resolution of complaints on-site and support regional resolution of complaints

What We Offer:
We offer a competitive salary of £28,401 with progression to £31,107, a company car allowance, enrolment in our pension scheme with a generous company contribution, 25 days annual leave entitlement increasing with length of service, fully supported and structured training program, and a reward and recognition scheme.

Requirements:
To be successful in this role, you will need to have achieved 2 A-Levels C or above, NVQ Level 3, or ONC in Business Management, confident in handling a wide range of customer contacts with a focus on delivering a high standard of customer experience, excellent organisational and time management skills including ability to manage allocated workload, prioritize effectively and meet business requirements, strong team player supporting internal colleagues, resilient and solution-focused, adaptable to change, able to work in a fast-paced dynamic environment, attention to detail with ability to work accurately in line with set policies and procedures, good IT skills including use of Microsoft applications specifically Outlook, Word and Excel, full UK driving license, and flexible to support our customers when needed working between 6am and 7pm Monday to Friday and covering one weekend in three on standby.

Estimated Salary: £30,000 - £35,000 per annum.

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