At a Glance
- Tasks: Engage with communities to support vulnerable customers and ensure their safety and warmth.
- Company: Join SGN, a pioneering company transforming the gas industry for a net-zero future.
- Benefits: Competitive salary, hybrid work, enhanced family leave, and wellness programmes.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and energy efficiency; strong communication and teamwork skills.
The predicted salary is between 25600 - 29900 £ 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. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…
- 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 during gas emergencies, both during working hours and via the regional standby rota.
What you will 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 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 leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.
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 in Paisley employer: SGN Your gas. Our network.
At SGN, we pride ourselves on being an award-winning employer that champions inclusivity and employee well-being. Our hybrid work culture fosters collaboration while providing opportunities for personal and professional growth, supported by a comprehensive benefits package including enhanced family leave and a joint-contribution pension scheme. Join us in Paisley as a Safe and Warm Community Advisor, where your role will directly impact the lives of vulnerable customers, ensuring they receive the support they need to stay safe and warm at home.
Contact Details:
SGN Your gas. Our network. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Safe and Warm Community Advisor in Paisley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SGN Your gas. Our network.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SGN Your gas. Our network. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Safe and Warm Community Advisor in Paisley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SGN Your gas. Our network.:Your cover letter is your chance to shine! Tell us why you want to work at SGN Your gas. Our network. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SGN Your gas. Our network.!
How to prepare for a job interview at SGN Your gas. Our network.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
