Customer Service Advisor

Working in partnership with North Tyneside Council, Equans is looking for a Customer Service Advisor to join our team based in Killingworth, Newcastle on a permanent basis. This is a part time role working 25 hours per week. On offer is a salary of £16,380 per annum and benefits package.
Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer's enquiries. The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, clients and EQUANS. The post holder will be required to work flexibly with variable hours of work.

The hours of work are 9:30am - 2:30pm, Monday to Friday.

Please note - we will be looking to interview candidates on the 19th January.
What will you deliver?

• Effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
• Provide advice and information on a range of services as required.
• Promotion of self – serve channels.
• Receive, process and issue applications for services.
• Signpost customers to other services and events.
• Receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes.
• Process payments, be responsible for cash handling and maintaining accurate records adhering to all financial and audit requirements.
• Adhere to established procedures for each service request.
• Adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
• Assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function.
• Assist in service development and continuous improvement projects and activities.
• Act in accordance with EQUANS's Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all EQUANS policies, regulations, guidelines and procedures.
• Maintain personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager.
• Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery.
• Be able to produce accurate and error free written responses.
• Ensure behaviours are aligned with EQUANS's core values and competencies.

What can we offer you?
On offer is a competitive salary and benefit package, which includes;

• 24 days increasing to 25 days on completion of 2 years continuous service (+ public holidays) - Pro rata.
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are you?

• Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability.
• Good literacy, numeracy and ICT skills.
• Possesses a recognised Customer Service qualification e.g. NVQ, ICS - desirable.
• Experience in providing help, advice and information in a customer service environment.
• Experience of gathering organising and managing information.
• Experience of processing applications, gathering supporting documents and decision making.
• Experience of financial and administrative routines.
• Experience of working in a team and in a performance management culture.
• Experience of working with a wide range of ICT systems including Microsoft Office.
• Excellent communicator both written and verbal.
• Commitment to equal opportunities and anti-discrimination policies.
• Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service.

This role includes a Basic DBS check therefore ability to pass is essential.

Who are we?
In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.
Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group.
Our ambition
At Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.

We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers' needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.

What's next?
If this role is of interest to you, please click below to register, apply, and track your progress A member of our Resourcing Team will review your application and be in touch.

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.
At Equans we're committed to delivering a culture where everyone's voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you'll find a welcoming and open workplace where you're supported and encouraged to be your true self at work.
You'll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.
For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.
The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.