At a Glance
- Tasks: Resolve customer queries and complaints while ensuring top-notch service.
- Company: Join ENGIE UK, a leader in energy management with a focus on customer care.
- Benefits: Enjoy competitive pay, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for training and development.
- Why this job: Make a real difference by enhancing customer experiences and resolving issues.
- Qualifications: GCSE Maths and English Grade C or above; experience in customer service preferred.
The predicted salary is between 30000 - 40000 £ per year.
Location: Leeds
Purpose of the job: 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
- Resolve escalated queries and complaints within agreed Service Level Agreements (SLAs).
- Prepare and provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
- Resolve and where necessary provide feedback on Citizens Advice referrals.
- 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.
- Maintain accurate, detailed and up-to-date notes in the Junifer System.
- Manage the timely closure of queries and complaints ensuring targets are met.
- Open new queries and complaints whenever the nature of the contact differs and re-open complaints not resolved for the customer.
- Adhere to internal policies, risk frameworks, industry compliance and other requirements.
- Complete complaint closure reports and perform root-cause analysis.
- Identify themes of process and system issues that are creating high volumes of queries.
- Provide support to the Credit Control team to resolve disputes in a timely manner.
- Work with other teams/departments to take actions that improve customer experience.
- Ensure that all processes are operated in a timely and efficient manner with a focus on providing excellent customer service at all times.
- Provide a seamless handover of query information to other teams.
- Identify knowledge gaps within Retail Operations and at the SSC, arranging appropriate training.
- Assist in the development and training of new starters within the department.
Outcome, Results and Key Performance Indicators
- All systems 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.
- 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-customer, Third-Party Intermediaries (TPIs) and third-party 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.
Customer Service Support Advisor in Leeds employer: Job Search Place Limited
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 collaborative team dedicated to delivering outstanding service, with access to comprehensive training and support to enhance your skills. The company fosters a culture of continuous improvement and values the contributions of its employees, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Support Advisor in Leeds
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Service Support Advisor role.
✨Tip Number 2
Practice makes perfect! Prepare for interviews by role-playing common customer service scenarios. Think about how you'd handle escalated queries or complaints. This will help you feel confident and ready to impress when it’s your turn to shine.
✨Tip Number 3
Show off your skills! When you get the chance, share examples of how you've resolved customer issues in the past. Highlight your communication skills and ability to work under pressure. This is your time to show them why you're the best fit for the job!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you along the way. Plus, applying directly shows your enthusiasm for the role and gives you a better shot at standing out from the crowd.
We think you need these skills to ace Customer Service Support Advisor in Leeds
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. Provide examples of how you've effectively communicated with customers or colleagues in the past.
Demonstrate Problem-Solving Abilities:In your application, mention specific instances where you've successfully resolved complex issues or improved processes. This will show us that you have the results-focused mindset we're looking for.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Support Advisor inside out. Familiarise yourself with common customer service scenarios, especially in the energy sector. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, prepare to demonstrate your skills during the interview. Think of examples where you've successfully resolved customer queries or complaints. Practising clear and concise responses will help you shine!
✨Be Ready for Role-Play
Interviews for customer service roles often include role-play scenarios. Be prepared to handle a mock customer complaint. Approach it with empathy and a solution-focused mindset, showing how you'd keep customers informed and resolve their issues effectively.
✨Highlight Your Organisational Skills
The job requires managing multiple queries and complaints simultaneously. Share specific examples from your past experiences where you successfully juggled tasks and met deadlines. This will demonstrate your ability to stay organised and perform under pressure.
