At a Glance
- Tasks: Resolve customer queries and complaints while ensuring top-notch service.
- Company: Join ENGIE UK, a leader in energy management and customer care.
- 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 by enhancing customer experiences every day.
- Qualifications: GCSE Maths and English, plus 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.
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 & Energy Management
Division: BP B2B UK
Legal Entity: ENGIE POWER LIMITED
Professional Experience: Junior (experience < 3 years)
Company Name: ENGIE UK
Customer Service Support Advisor in Leeds employer: ENGIE Group
ENGIE UK is an exceptional employer located in Leeds, offering a dynamic work environment that prioritises employee growth and development. As a Customer Service Support Advisor, you will be part of a dedicated team focused on delivering outstanding service, with access to comprehensive training and support to enhance your skills. The company fosters a collaborative culture that values innovation and continuous improvement, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Support Advisor in Leeds
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about resolving customer queries, being able to articulate your thoughts clearly and confidently is key. Try mock interviews with friends or use online resources to sharpen those skills.
✨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 can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a thank-you email expressing your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Support Advisor in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:Since the role is all about resolving customer queries, make sure your written application highlights your excellent communication skills. Use clear and concise language to demonstrate how you can effectively convey information.
Tailor Your Application:We want to see how you fit into our team! Customise your CV and cover letter to reflect the key accountabilities mentioned in the job description. Show us how your experience aligns with what we're looking for.
Be Detail-Oriented:Accuracy is key in this role, so ensure your application is free from typos and errors. Double-check your documents before submitting them through our website to make a great first impression!
Share Relevant Experience:If you've got experience in customer service or the energy sector, shout about it! Include specific examples of how you've resolved complaints or improved customer satisfaction in your application.
How to prepare for a job interview at ENGIE Group
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills and knowledge, especially in the energy sector. Be ready to discuss how you've handled escalated queries or complaints in the past, and think of specific examples that showcase your problem-solving abilities.
✨Familiarise Yourself with SLAs
Since the role involves working within Service Level Agreements (SLAs), it’s crucial to understand what they are and how they impact customer service. Prepare to explain how you would ensure compliance with SLAs while maintaining high customer satisfaction.
✨Practice Your Communication Skills
Excellent communication is key for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. You might even want to do a mock interview with a friend to get comfortable discussing your experiences and answering questions.
✨Show Your Empathy and Resilience
This job requires a lot of empathy and the ability to handle stressful situations. Think of times when you’ve had to show understanding towards a customer’s concerns and how you managed to stay calm under pressure. Sharing these stories can really make you stand out!
