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- Tasks: Engage with customers through various channels and support field teams.
- Company: Join Northern Powergrid, powering 8 million customers in Yorkshire and northern Lincolnshire.
- Benefits: Enjoy a competitive salary, generous leave, pension scheme, and structured training.
- Why this job: Be part of a team making a real difference in your community and the environment.
- Qualifications: 2 A-Levels at grade C or above, or equivalent qualifications required.
- Other info: Opportunity for career progression and involvement in local initiatives.
The predicted salary is between 25000 - 35000 £ per year.
Do you want to help power your career and be part of an evolving energy industry?
We have an exciting and rewarding opportunity for a Customer Service professional to work within our regional team, based in Hellaby, as a Regional Customer Service Officer.
The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the regions needs now and in the future.
If you have enthusiasm, the ability to deliver outstanding customer service and are a strong and clear communicator, we will support you with the rest. Our Regional Customer Service Officers are at the very heart of our business – they really are Team Powergrid!
This is an important role in our structure. We are looking for people with a ‘Customer First’ mindset, to provide a professional, quality service to our customers, as we to continually deliver a consistent 10 out of 10 experience.
Along with a competitive salary between £29,395 – £32,196 we also offer the following benefits:
- Enrolment in our pension scheme with a generous company contribution
- 25 days annual leave entitlement plus Bank Holiday entitlement. Holidays increasing with length of service and the option to trade holidays
- Fully supported and structured training programme with further routine training opportunities
- Opportunities for further career progression once you are in the business
- The ability to volunteer and be a force for good in your region
Key Responsibilities:
- Liaise with customers through a range of administrative tasks, including high-volume letter writing, text messaging and email communication
- Support field-based colleagues by attending sites and engaging with customers during powercuts, ensuring clear communication and care for vulnerable customers
- Work closely with our Proactive Customer Service Responders and be comfortable working both in the office and out on the field when required
- Maintain accurate records through data entry, keeping all logs and spreadsheets up to date
- Contribute to continuous improvement by suggesting and implementing ideas to enhance our current processes
- Provide flexible support during severe weather warnings, including the ability to take on additional shifts and work weekends when required
- Engage with local communities through outreach activities
- Strong communication skills via different communication channels with the ability to show empathy, patience and professionalism
- Excellent and time management skills – including the ability to manage allocated workload
- Ability to work independently and collaboratively within a team
- Ability to work in a fast-paced dynamic environment
- Resilient and solution focused
- Attention to detail – an ability work accurately in line with set policies and procedures
Essential Qualifications & Experience:
- 2 A-Levels C or above or NVQ Level 3 or ONC in Business Management
- Demonstrated experience within customer service, particularly in managing and resolving challenging situations
- Highly proficient in Microsoft Office with excellent general IT skills and the ability to learn new systems quickly
- Ability to adjust working hours to meet business and customer demands, particularly during storm periods
Key dates:
Advert close: Friday 9th January
Interviews: 21st & 23rd January
In order to comply with our electricity distribution licence, we have to ensure our colleagues are fit and proper to visit and enter our customers’ premises. Consequently, as this role may involve visiting and entering our customers’ premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in your application if you are content for this check to be completed.
Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.
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Regional Customer Service Officer employer: Northern Powergrid
Contact Detail:
Northern Powergrid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Customer Service Officer
✨Tip Number 1
Familiarise yourself with the energy industry and Northern Powergrid's role within it. Understanding the company's mission and values will help you align your responses during interviews and demonstrate your enthusiasm for the position.
✨Tip Number 2
Practice your communication skills across various channels. Since the role involves proactive communication with customers via letters, emails, and phone calls, being able to articulate your thoughts clearly and confidently will set you apart from other candidates.
✨Tip Number 3
Showcase your teamwork abilities by preparing examples of how you've collaborated with colleagues in previous roles. Highlighting your experience in supporting team members will resonate well with the 'Customer First' mindset that Northern Powergrid values.
✨Tip Number 4
Be ready to discuss your problem-solving skills and adaptability. The role requires resilience and a solution-focused approach, so think of specific instances where you've successfully navigated challenges or changes in a fast-paced environment.
We think you need these skills to ace Regional Customer Service Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and showcases your communication skills. Use specific examples that demonstrate your ability to deliver a 10 out of 10 customer experience.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the energy industry. Mention how your skills align with the responsibilities outlined in the job description, particularly your proactive communication abilities and teamwork.
Highlight Relevant Qualifications: Clearly state your qualifications, such as A-Levels or NVQ Level 3 in Business Management. Emphasise any additional training or certifications that relate to customer service or technology use.
Prepare for the DBS Check: Since the role involves visiting customers' premises, be ready to confirm your consent for a basic Disclosure and Barring Service (DBS) check in your application. This shows your understanding of the role's requirements.
How to prepare for a job interview at Northern Powergrid
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to share specific examples of how you've gone above and beyond to deliver a 10 out of 10 experience for customers.
✨Demonstrate Strong Communication Abilities
Since the role involves proactive communication through various channels, practice articulating your thoughts clearly. You might be asked to role-play a customer interaction, so be ready to showcase your communication style.
✨Emphasise Team Collaboration
This position requires working closely with colleagues. Share examples of how you've successfully collaborated in a team setting, especially in high-pressure situations, to demonstrate your ability to support others.
✨Be Prepared for Scenario-Based Questions
Expect questions that assess your problem-solving skills and resilience. Think of scenarios where you had to adapt quickly or handle difficult customers, and explain how you managed those situations effectively.
