Frontline Support Specialist

3 days ago


Sunderland, Sunderland, United Kingdom CV-Library Full time
Job Description:
We have an exciting opportunity for a Customer Care Advisor to join our dynamic team. This role is responsible for providing top-notch service to both external and internal customers. As a key member of the team, you will be answering telephone calls, letters, emails, and social media enquiries and complaints from customers.

Your Key Accountabilities and Responsibilities:
  1. Take ownership of open enquiries and maintain our reputation as a leader in customer service.
  2. Deal with a range of enquiries from stakeholders such as gas users, suppliers, shippers, local government agencies, emergency services, and internal departments.
  3. Raise jobs on SAP and CRM systems.
  4. Process complaints regarding our activities in accordance with regulatory procedures.
  5. Analyse data and make informed decisions.
  6. Provide holistic support to customers with vulnerabilities, signposting them to relevant agencies or organisations.
  7. Use your administration experience to handle situations effectively.
  8. Show sound understanding of MS Office and previous experience working with SAP would be advantageous.

Benefits:
  1. A competitive starting salary from £26,279 dependent upon experience.
  2. Free onsite parking.
  3. A 12-month fixed term personal contract.
  4. Up to 5% bonus.
  5. A variable shift pattern between 08:00 - 22:00 Monday to Friday with a minimum of 6 Saturdays per year.
  6. A hybrid working model allowing 75% office working with 25% homeworking.
  7. SSP for first 7 calendar days then occupational sick pay.
  8. A generous stakeholder pension scheme.
  9. Flexible benefits and salary sacrifice options.
  10. Fantastic family-friendly policies such as 6 weeks' paternity leave and 6 months' full pay for maternity leave.


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