- Handle complex or escalated customer enquiries across all channels.
- Troubleshoot technical issues and provide accurate product, system, and service information.
- Issue and send new membership cards, ensuring correct data is recorded and processed.
- Raise invoicing tasks including raising invoices/POs/credit memos and following up on outstanding payments.
- Process manual application of vouchers on customer accounts in line with policy and validation requirements.
- Support Level 1 Advisors by offering guidance, coaching, and second‑line assistance for complex technical or policy-related queries.
- Escalate cases to Level 3 or technical teams when necessary, ensuring clear documentation and communication.
- Maintain high levels of accuracy, compliance, and adherence to data protection standards.
- Identify recurring issues and share insights to support process improvements.
- Participate in team meetings, contribute to knowledge‑base updates, and take part in regular feedback sessions.
- Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
- Collaborate with cross‑functional teams like Commercial, Marketing, Delivery, Finance etc. and prepare reporting/analytics for management meetings.
- Mentor junior advisors by sharing best practices, supporting training sessions, and helping to develop their skills.
Qualifications/ Skills Required
Required:
- A-Levels, NVQ Level 3, HNC/HND, or an equivalent or higher qualification.
- Minimum 3 years' experience in a customer service, technical support, helpdesk, or similar role.
- Strong customer service and commercial awareness, with experience handling complex customer enquiries and resolving issues.
- Excellent verbal and written communication skills, with the ability to explain technical information clearly to both customers and internal stakeholders.
- Strong organisational skills with the ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
- Proven problem-solving and troubleshooting skills.
- Experience using CRM systems and Microsoft Office applications, particularly Excel, Outlook and Word.
- Ability to work independently and collaboratively to meet SLAs, KPIs and quality standards.
- Experience handling sensitive customer information and maintaining compliance with GDPR and data protection requirements.
- Bachelor's degree in a relevant discipline.
- Experience producing reports and analysing operational data.
- Experience supporting or mentoring colleagues in a customer service environment.
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Customer Service Advisor (FTC 24 months) employer: TotalEnergies
TotalEnergies is an exceptional employer that prioritises inclusivity and continuous learning, making it an ideal place for a Pricing Analyst to thrive. With a strong focus on employee development, you will have access to training opportunities that support your career growth in key areas such as metering, consumption, billing, and charges. Located in the UK, our collaborative work culture fosters innovation and ensures that every team member contributes to delivering accurate pricing solutions for our customers.
