Customer Care Advisor

Job Description

Customer Care Advisor - 12 Month FTC40-hour contract- Work pattern will be 08.0022.00 + SaturdaysWhy Work at NGNAt Northern Gas Networks, we are a community. We provide a supportive and fun working environment in our spacious offices with onsite parking provided. We embrace creativity and innovation as well as offer a range of learning and development opportunitiesto progress your career.Since we started operating in 2005, We have led the way as one of the most cost-efficient of the UKs eight gas distribution networks,reliably deliveringgas to over 2.7 million homes and businesses.Our dream is to become the UKs most loved, admired, and respected company, and we aim to do this throughanempowered team that is mind-blowingly great!Role Purpose:We have an exciting opportunity available to join our small, but dynamic Customer Care Team which is responsible for providing a first-class service to both our external and internal customers.It is an exciting team to be a part of with a varied workload, so if youre motivated to think outside the box, have the determination to deliver an excellent service and are passionate about putting customers at the heart of all we do, this could be theposition for you.Key Accountabilities and Responsibilities:Working within a small customer contact centre, your role would be answering and dealing with telephone calls/letters/emails and social media enquiries and complaints from both internal and external customers. Support the NGN Vulnerability Strategy whichoverarches five key themesphysical disability, mental health, financial vulnerability, rurality and temporary vulnerability (e.g. bereavement, and pregnancy), to ensure we make every contact count (MECC) during all interactions. The job holder is also responsiblefor ensuring that excellent customer service is always delivered to all our customers.The post holder will be responsible for ensuring that his or her work meets the quality standards expected by the company and is always performed efficiently.The post will include dealing with a range of the following tasks:

• Process customer calls and deals with general enquiries and complaints, both inbound and outbound
• Ownership of open enquiries seeing through to closure
• Maintaining and enhancing NGNs reputation as a leader in Customer Service
• Dealing with a range of enquires from stakeholders such as gas users, gas suppliers/shippers, IGTs, local government agencies, emergency services and internal departments
• Raising jobs on our SAP and Customer Relationship Management (CRM) systems

• Processing complaints regarding NGNs activities in accordance with regulatory procedures
• Providing support to all operatives on-site and their teams to ensure that Safety, Customer Satisfaction and Efficiency are always delivered
• Ability to analyse data and make informed decisions and choices
• Provide holistic support to customers and their families who may find themselves living with a vulnerability detailed in NGNs Vulnerability Strategy
• Signpost and refer customers to the appropriate agencies or organisations, to ensure they understand the next available steps and what further follow up support is available e.g. providing the Gas Safe Register helpline telephone number, referring to Fire& Rescue etc;

• Referrals to the Priority Services Register (PSR)
• Raise awareness of energy efficiency and provide details of specialist organisations in these areas, to ensure affordability is a priority
• Locking cooker valve referrals
• Collation of MI in relation to Making Every Contact Count (MECC)
• Issue CO alarms to vulnerable customers

• Provide support on a PSR hotline
• Provide MI to assist other departments and support Customer Operations.
• Conflict management
• Dealing with incidents

Qualifications required

• Excellent interpersonal and communication skills
• Administration experience
• The ability to work productively and flexibly as a team or individually

• Be able to use initiative to approach all circumstances and handle them effectively
• Must be available to work between 8 am - 10 pm Monday to Friday and the occasional Saturday
• Sound understanding of Microsoft Office
• Previous experience working with SAP (desirable)

What we Offer You:

• A competitive, starting salary from £21,531.12
• Free onsite parking
• 40 hours per week

• 12-month secondment
• Up to 5% bonus
• Personal contract
• 40 hours per week. 8 am to 10 pm Monday to Friday and the occasional Saturday 8 am to 4.30 pm
• SSP for the first 7 calendar days then Occupational sick pay
• A generous stakeholder 5/10 pension scheme
• Flexible benefits and salary sacrifice options... fromdiscounts on a variety of UK attractions,gym membership,restaurant discounts, experience days...and much more!
• An array offantasticfamily-friendly policies such as 6 weeks paternity leave(for eligible employees)and 6 months full pay for employees on maternity leave (for eligible employees), as well as shared parental leave and many more!

Our values are at the heart of what we do. In addition to your key responsibilities, you will incorporate these into the daily life of your role.