Customer Service Advisor Temporary

Key Accountabilities:

• Working efficiently and managing own workload to respond to customers within agreed Service Level Agreements (SLA’s).
• To effectively manage and respond to all queries and communication via all contact channels e.g., telephone, post, email and digital methods.
• To keep customers regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and always adhering to our policies
• To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes
• To adhere to internal policies, risk frameworks, industry compliance and other requirements e.g. complaint handling policies and GDPR
• To take actions, working with other teams / departments, if necessary, to improve customer experience
• To ensure that all processes are always operated in a timely and efficient manner with a focus to provide excellent customer service
• To assist in the development and training of new starters within the department.
• To respond and act on any feedback from Quality Monitoring Checks on a monthly basis to maximise customer satisfaction and level of service
• Promotion and pre-registering of self-service channels i.e. CSP and conducting regular account management checks
• Assisting in service development and continuous improvement projects and activities to drive service efficiencies.
• Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager

Knowledge and skills:

• Excellent communication skills (including written and telephone skills).
• Results focus
• Numerical skills.
• Microsoft Office proficient.
• Proven record of excellent customer service.
• Able to produce accurate work and adhere to KPIs
• Proven organisational skills.
• Self-management.
• Drive to achieve continuous improvements.

Experience:

• Previous customer service experience
• Experience from a similar role within the Energy sector, desirable

Qualifications:

• GCSE Maths and English Grade C (or equivalent) or above