At a Glance
- Tasks: Resolve customer queries and complaints while ensuring top-notch service.
- Company: Join a leading energy company focused on customer satisfaction.
- Benefits: Full-time role with competitive pay and opportunities for growth.
- Other info: Dynamic team environment with a focus on continuous improvement.
- Why this job: Make a real difference in customer experiences and develop your skills.
- Qualifications: GCSE Maths and English, experience in customer service preferred.
The predicted salary is between 25000 - 30000 € per year.
The role holder will be responsible for the resolution and root cause analysis of escalated customer queries, complaints, Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.
Key Accountabilities:
- To resolve escalated queries and complaints within agreed Service Level Agreements (SLA’s).
- To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
- To resolve and where necessary feedback on Citizens Advice referrals.
- To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and adhering to our policies at all times.
- To keep accurate, detailed and up to date notes, in the Junifer System.
- To manage the timely closure of queries and complaints ensuring targets are met.
- To ensure new queries and complaints are opened whenever the nature of the contact differs and to re-open complaints where not resolved for the customer.
- To adhere to internal policies, risk frameworks, industry compliance and other requirements.
- To complete complaint closure reports and perform root cause analysis.
- To identify themes of process and system issues that are creating high volumes of queries.
- To provide support to the Credit Control team to resolve disputes in a timely manner.
- To take actions, working with other teams / departments if necessary, to improve customer experience.
- To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times.
- To provide a seamless handover of query information to other teams.
- To identify knowledge gaps within Retail Operations and at the SSC, arranging appropriate training.
- To assist in the development and training of new starters within the department.
Outcome, Results and Key Performance Indicators:
- All systems are updated accurately, and all reports delivered on time.
- Dispute resolution and reduced debt.
- Query and complaint resolution within agreed SLAs, Ombudsman cases and Citizen Advice referrals also.
- No late submission fines from the Ombudsman Services.
- Reduction in repeated queries, complaints and disputes.
- Minimal errors and rework.
- High level of customer satisfaction and improved customer experience.
- Updated literature, including training documents and customer communication.
- Improved broker relationships.
Dimensions of job:
Key relationships:
- Internal: All Retail of Operations, in particular Market Interaction, Meter Data Management, Credit Control and Billing, Sales, Finance, Compliance, Business Transformation.
- External: End-customers, Third Party Intermediaries (TPIs) and third-parties (e.g. service providers), Ombudsman Services, Citizens Advice.
Knowledge and skills:
- Excellent communication skills (including written and telephone skills).
- Numerical skills.
- Proven record of excellent customer service.
- Able to produce accurate work within tight deadlines.
- Proven organisational skills.
- Self-management.
Experience:
- Experience from a similar role within the Energy sector, desirable.
Qualifications:
- GCSE Maths and English Grade C (or equivalent) or above.
- Degree level (or equivalent), preferable.
Behavioural Capabilities:
- Results focus.
- Self-motivated.
- Able to build positive relationships.
- Able to manage conflicting priorities.
- Committed to a high standard of performance.
- Drive to achieve continuous improvement.
- Empathy and resilience.
Business Unit: Supply
Customer Service Support Advisor employer: ENGIE Group
As a Customer Service Support Advisor in Leeds, you will join a dynamic team dedicated to delivering exceptional service and resolving customer queries efficiently. Our company fosters a supportive work culture that prioritises employee growth through training and development opportunities, ensuring you can advance your career while making a meaningful impact on customer satisfaction. With a focus on collaboration and continuous improvement, we offer a rewarding environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Support Advisor
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, being able to articulate your thoughts clearly and confidently will set you apart. Try mock interviews with friends or family to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really want to be part of our team.
We think you need these skills to ace Customer Service Support Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Support Advisor role. Highlight your experience in resolving customer queries and complaints, as well as any relevant skills that match the job description.
Showcase Your Communication Skills:Since excellent communication is key for this role, use clear and concise language in your application. Don’t forget to mention any specific examples where you’ve successfully communicated with customers or resolved issues.
Demonstrate Your Problem-Solving Abilities:We want to see how you tackle challenges! Include examples of how you've handled escalated queries or complaints in the past, and what steps you took to ensure a positive outcome for the customer.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at ENGIE Group
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service, especially in the energy sector. Be ready to discuss your previous experiences handling escalated queries and complaints, as well as how you’ve ensured customer satisfaction in challenging situations.
✨Familiarise Yourself with SLAs
Understand what Service Level Agreements (SLAs) are and why they matter. Be prepared to explain how you would manage queries and complaints within these timeframes, and share examples of how you've successfully met or exceeded SLAs in past roles.
✨Demonstrate Your Problem-Solving Skills
Think of specific instances where you identified root causes of issues and implemented solutions. During the interview, highlight your analytical skills and how you approach resolving complex customer problems effectively.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you keep customers informed about their queries and how you handle difficult conversations with empathy and professionalism.
