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Contact Centre Advisor

4 months ago

Castle Donington, United Kingdom Western Power Distribution Full time

About Us

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.

About our Contact Centre

24/7, 365 days a year, our Contact Centre team are here for our customers whether they are calling us to report a power cut or dangerous situation, to ask about a new supply or service alteration or when we are calling them to give updates during a power cut. The team here also manages our Priority Services register, which lists our most vulnerable customers. If you are someone to whom showing genuine empathy, patience and understanding comes naturally you would be a great fit for our team. 

Whether customers call or send us a message via social media, we work together to ensure they enjoy the best possible experience. And that’s because we’re dedicated to ensuring they get the best customer service possible, while also maintaining our industry leading reputation. Most of the team here are made up of Contact Centre Advisors, but everyone gets to enjoy an innovative working environment and benefit from training that is second to none. 

Training is designed to help you to get to know our business, taking you from knowledge of functions, faults and emergencies, to learning about our systems and the industry as a whole benefiting from both theoretical and practical training.

Job Introduction

Applications are invited for Temporary and Permanent Contact Centre Advisors within the Contact Centre based at Castle Donington.

As one of our Contact Centre Advisors working shifts, you will play a key role in representing the Company positively at all times by handling all telephone calls (inbound & outbound), in a professional, courteous and empathetic manner. These roles will be on a temporary basis for a period of up to 12 months (subject to review).

The permanent roles available are within our Priority Services Register (PSR) team, these roles are focused on speaking with elderly, vulnerable and bereaved customers. 

There is an opportunity for hybrid working in this role but can only be considered once your initial training is complete and subject to business need.

If you are offered a position, you will be required to successfully complete a basic DBS check that shows any unspent convictions or conditional cautions.

Main responsibilities

Responding to customer enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems (eg. PowerOn, CROWN, ETC) Liaising with other departments within the Company in order to achieve the highest standards of customer service Providing support to other operational functions as required Other duties as appropriate to the grade in order to meet business requirements.

Contact Centre Advisor (Shift)

Providing advice and information to customers in order to resolve enquiries in relation to emergency, no supply and general enquiries calls - both inbound and outbound calls.

Contact Centre Advisor (PSR)

Contacting our customers who are on our register outlining the services we provide and also cleansing customer data Carrying out administrative tasks for the PSR Team - for example sending out letters and updating records Where necessary assisting with inbound customer calls to provide advice and information to customers, in order to resolve enquiries in relation to emergency and no supply calls.

Ideal candidate

Successful candidates will have proven customer service experience and demonstrable experience of dealing with vulnerable customers. An excellent telephone manner, good keyboard skills and the ability to communicate effectively. This combined with the commitment to follow enquiries through to completion, and to take personal responsibility for meeting customers’ expectations.

In addition, you must be a good team player, with the ability to work accurately under pressure and to meet set targets.

Shift Contact Centre Advisors

Hours of work will average 37 hours per week. You will be required to work on an alternating shift rota that covers the hours of 6.00 am to 12.00 midnight, seven days a week including all bank holidays. You must therefore be flexible in being able to cover these hours to a specified rota, and respond during emergency situations such as severe weather conditions and national emergencies.

PSR Contact Centre Advisors

The hours of work will cover the period from 8.00am - 7.00pm and will average 37 hours a week, Monday to Friday. You must also be flexible to cover additional hours during emergency situations.

Previous applicants that have applied in the last 3 months, need not apply on this occasion.