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- Tasks: Engage with customers to ensure their needs are met during community works.
- Company: Join SGN, a leader in creating a safe and warm energy system.
- Benefits: Enjoy competitive pay, enhanced maternity/paternity leave, and a cycle-to-work scheme.
- Why this job: Make a real impact by supporting vulnerable customers and enhancing community safety.
- Qualifications: Experience in customer service and energy efficiency is preferred; strong communication skills are essential.
- Other info: Diverse backgrounds are encouraged to apply; travel required for the role.
The predicted salary is between 20800 - 34800 £ per year.
We are looking for…. Working with our Customer Experience team, you’ll be responsible for in person customer engagement in communities, before, during and after planned works. You’ll work alongside our operational teams to identify any customers that require extra help as we go about our works and put plans in place to ensure any potential disruption is minimised. Through identifying customers in vulnerable situations within our community you’ll have the opportunity to provide extra help services designed to support our customers to stay safe and warm at home. This could be through the provision of SGNs Additional Services or through connecting eligible customers into trusted partner organisations that address their specific customer needs.
We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part.
How you’ll support us on our mission to keep people safe and warm…
- Being responsible for providing proactive front-line customer engagement for vulnerable or at-risk customers as part of our planned work to ensure that their needs are identified, and reasonable provisions are put in place along agreed customer journeys from notification to work completion.
- Supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to help customers in vulnerable situations use energy safely, efficiently, and affordably.
- Identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help them use energy safely, efficiently, and affordably, including advice on resilience to utility outages.
- Working alongside our operational and customer experience teams to support the implementation of initiatives that help customer-facing teams ‘never walk away from a customer in need’ through promotion and feedback.
- Collaborating with our operational and customer experience teams to look for opportunities to improve customer experience and reduce customer complaints by sharing customer feedback and insights.
- Supporting our customer service and operational teams with customer welfare support where required during gas emergencies, both during working hours and via the regional standby rota.
What you’ll need
- Experience in delivering great customer service, providing advice services and energy efficiency, so a NVQ, City and Guilds or equivalent experience in Advice & Guidance, Customer Service and / or Energy Efficiency would be preferential.
- Excellent communication skills – these are essential to the role to ensure customers value and get the best outcomes from the support services provided.
- Excellent team working skills – building impactful and trusted working relationships are essential to support customer action plans are successful.
- Drive to deliver great customer and partner experience, working well with people to deliver sector leading performance.
- Strong IT and written skills – the role will require reporting and on occasion written communications with customers and colleagues.
- Strong ethical standards and the ability to confidently work autonomously and collaboratively within our team.
- Successful applicants will learn and become an expert in customer information related to GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services (level 3) and Customer Enquiries / Complaints.
- Holds a UK driving licence as significant travel is required in the role, driving one of our safe and warm vehicles.
Not sure you meet every requirement? Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives. If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.
Why SGN? SGN is a leader in pioneering research and development toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm.
If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.
Safe and Warm Community Advisor employer: SGN
Contact Detail:
SGN Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Safe and Warm Community Advisor
✨Tip Number 1
Familiarise yourself with the specific needs of vulnerable customers in your community. Understanding their challenges will help you engage more effectively and demonstrate your commitment to providing tailored support.
✨Tip Number 2
Network with local community organisations and support services. Building relationships with these groups can provide you with valuable insights and resources that will enhance your ability to assist vulnerable customers.
✨Tip Number 3
Showcase your communication skills by preparing for potential role-play scenarios during interviews. Being able to demonstrate how you would handle customer interactions, especially with vulnerable individuals, can set you apart from other candidates.
✨Tip Number 4
Research SGN’s Additional Services and local support schemes thoroughly. Being knowledgeable about these offerings will allow you to discuss how you can effectively connect customers to the right resources during your interview.
We think you need these skills to ace Safe and Warm Community Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Safe and Warm Community Advisor position. Tailor your application to highlight how your skills and experiences align with these specific needs.
Highlight Relevant Experience: Emphasise any previous experience in customer service, advice services, or energy efficiency. Use specific examples to demonstrate your ability to engage with vulnerable customers and provide effective support.
Showcase Communication Skills: Since excellent communication is essential for this role, ensure your application reflects your strong written and verbal communication skills. Consider including examples of how you've successfully communicated with customers or colleagues in the past.
Express Your Passion: Convey your enthusiasm for helping vulnerable customers and your commitment to delivering great customer experiences. This can set you apart from other candidates and show that you are genuinely interested in the role.
How to prepare for a job interview at SGN
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer engagement, be prepared to share specific examples of how you've successfully assisted customers in the past. Highlight your ability to empathise with vulnerable individuals and provide tailored support.
✨Demonstrate Team Collaboration
This position requires strong teamwork. Discuss experiences where you worked effectively within a team to achieve a common goal, especially in challenging situations. Emphasise your communication skills and how they contribute to a positive team dynamic.
✨Understand the Community's Needs
Research the community you’ll be serving. Familiarise yourself with local issues related to energy efficiency and customer vulnerability. Showing that you understand the specific challenges faced by the community will demonstrate your commitment to the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-life scenarios. Think about how you would handle situations involving vulnerable customers or emergencies. Practising these responses can help you feel more confident during the interview.
