Customer Service Advisor

Job Description

Description

Morson Talent are delighted to be working with a large Energy Company who are looking to add Customer Service Advisors to there existing team. This role is on an initial temp to perm basis and offers a very attractive salary!

The Customer Service Advisor role within the Customer Service Centre is to deliver excellence in customer service as a first response for emergency and maintenance enquiries related to the electricity network.

The Customer Service Advisors primary responsibility is to identify the customers needs and to provide an accurate solution taking into consideration safety, regulatory obligations and internal and external customer care.

DIMENSIONS:

To provide the highest quality information that is useful to both internal and external customers through the Customer Contact Centre.

The Customer Service Centre provides help lines for Power cuts and Emergencies, General Network Maintenance, Supplier Information and Customer Relations. Additional responsibilities include the EDF Energy Networks Branch accident reporting help line (AIRLine) for internal customers as well as back office support functions for service disconnections and unmetered supply connections.

Customer Operations operates 24 hours a day, 365 days of the year, non-shifted and pattern working in full / part shift positions.

PRINCIPAL

ACCOUNTABILITIES:

To provide excellent service whilst ensuring the safety of our customer and staff.
Act as first point of omers, across a variety of communication mediums, adopting responsibility for resolving a whole range of customer queries to their satisfaction, within defined procedures.
Ensure up to date knowledge of all Customer Services processes and procedures and make proactive suggestions for improvements where appropriate.
To provide accurate information t of customer contact inline with expectations set out in the Electricity Guaranteed Standards.
Active participation in Coaching for Performance sessions.
Take ownership of personal learning and development and support the development of colleagues through buddying programmes.

NATURE AND SCOPE:

The role requires you to be well organised with an eye for detail and possess excellent customer service skills. You must be able to communicate effectively with a wide variety of people on the phone, and deal professionally, with empathy and understanding of each situation.

As an effective communicator you will have the ability to see things from the customers perspective and to deliver the best possible service, even when under pressure.

Various shift patterns are available.
Candidates with customer service and admin experience will be an advantage.
 
 
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