Role Overview & Mandate
Executive Summary
Customer Care Advisor Starting salary from £24,259.00 (dependent upon experience) Up to 5% bonus...
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Customer Care Advisor
Starting salary from £24,259.00 (dependent upon experience)
Up to 5% bonus
Doxford Park
12-month FTC
40-hour contract - Work pattern will be Monday to Friday 08.00 – 22.00 + Occasional Saturdays 8am to 4.30 pm
Role Purpose. We have an exciting 12 month opportunity available to join our small, but dynamic Customer Care Team which is responsible for providing a first-class service to both our external and internal customers. It is an exciting team to be a part of with a varied workload, so if you're motivated to think outside the box, have the determination to deliver an excellent service and are passionate about putting customers at the heart of all we do, this could be the position for you.
We are... Northern Gas Networks. We deliver gas to 2.7 million homes and businesses in the North East, Northern Cumbria and much of Yorkshire. That’s around 6.7million individual customers. We don’t generate or sell the gas, but we transport it to homes and businesses in our region through a vast network of underground pipes. In fact, we own and maintain more than 37,000km of gas pipes - enough to stretch from Leeds to Sydney and back again. We cover large cities like Newcastle, Sunderland, Leeds, York, Hull, and Bradford, and our work extends to rural areas like North Yorkshire and Cumbria. Our Values are at the heart of what we do. In addition to your key responsibilities, you will incorporate these into the daily life of your role. We are … Trailblazing, Empowered, Heartfelt, Community Focused, Intellectually Curious and most of all we are Happy!
Our Equality, Diversity and Inclusion culture at NGN is embedded in everything that we do. We will be delighted to hear from a diverse range of applicants, so we can continue to grow our great team of people. We are proud to support the Armed Forces Covenant, helping ex-services personnel back into employment, as well as being members of WISE (Women in Science and Engineering) and we are committed to delivering our ‘Opportunity Action Plan’ having signed the Social Mobility Pledge campaign, whereby we will establish our business as a ‘force for good’ in the communities that we serve. If you require adjustments to support you throughout the recruitment process, we want to hear about how we can help.
Key Accountabilities and Responsibilities
Working within a small customer contact centre, your role would be answering and dealing with telephone calls/letters/emails and social media enquiries and complaints from both internal and external customers. Support the NGN Vulnerability Strategy which overarches five key themes – physical disability, mental health, financial vulnerability, rurality and temporary vulnerability (e.g. bereavement, and pregnancy), to ensure we make every contact count (MECC) during all interactions. The job holder is also responsible for ensuring that excellent customer service is always delivered to all our customers. The post holder will be responsible for ensuring that his or her work meets the quality standards expected by the company and is always performed efficiently.
- Process customer calls and deal with general enquiries and complaints, both inbound and outbound
- Ownership of open enquiries seeing through to closure
- Maintaining and enhancing NGN's reputation as a leader in Customer Service
- Dealing with a range of enquires from stakeholders such as gas users, gas suppliers/shippers, IGT's, local government agencies, emergency services and internal departments
- Raising jobs on our SAP and Customer Relationship Management (CRM) systems
- Processing complaints regarding NGN's activities in accordance with regulatory procedures
- Providing support to all operatives on site and their teams to ensure that Safety, Customer Satisfaction and Efficiency are always delivered
- Ability to analyse data and make informed decisions and choices
- Provide holistic support to customers and their families who may find themselves living with a vulnerability detailed in NGN’s Vulnerability Strategy
- Signpost and refer customers to the appropriate agencies or organisations, to ensure they understand next available steps and what further follow up support is available e.g. providing the Gas Safe Register helpline telephone number, referring to Fire & Rescue etc;
- Referrals to the Priority Services Register (PSR)
- Raise awareness of energy efficiency and provide details of specialist organisations in these areas, to ensure affordability is priority
- Locking cooker valve referrals
- Collation of MI in relation to Making Every Contact Count (MECC)
- Issue CO alarms to vulnerable customers
- Provide support on a PSR hotline
- Provide MI to assist other departments and support Customer Operations
- Conflict management
- Dealing with incidents
- Excellent interpersonal and communication skills
- Administration experience
- The ability to work productively and flexibly as a team or individually
- Be able to use initiative to approach all circumstances and handle them effectively
- Must be available to work between 8am - 10pm Monday to Friday and the occasional Saturday
- Sound understanding of Microsoft Office
- Previous experience working with SAP (desirable)
- Starting salary from £24,259.00 (dependent upon experience)
- Free onsite parking
- 12-month fixed term contract
- Up to 5% bonus
- Personal contract
- 40 hours per week. 8am to 10 pm Monday to Friday and the occasional Saturday 8am to 4.30pm
- SSP for first 7 calendar days then occupational sick pay
- A generous stakeholder 5/10 pension scheme
- Flexible benefits and salary sacrifice options... from discounts on a variety of UK attractions, gym membership, restaurant discounts, experience days...and much more!
- An array of fantastic family- friendly policies such as 6 weeks’ paternity leave (for eligible employees) and 6 months’ full pay for employees on maternity leave (for eligible employees), as well as shared parental leave and many more!
