Community Liaison Officer

Job Description

Salary: £23.3k - £27.3k per annum (Dependent on skills & qualifications)Reference: REQ3408Do you want to be a part of an innovative and supportive team, where there are great opportunities for career progression and developmentWorking within the 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 aswe 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 AdditionalServices or through connecting eligible customers into trusted partner organisations that address their specific customer needs.What will you be doing day to day

• Responsible for the provision of 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 journeysfrom notification to work complete
• Responsible for supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to support customers in vulnerable situations use energy safely, efficiently and affordably
• Responsible for identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help vulnerable use energy safely, efficiently and affordably, including advice on resilience to utility outages
• To work 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
• To work alongside our operational and customer experience teams to look for opportunities to improve customer experience, reduce customer complaints by sharing customer feedback and insights
• Support our customer service and operational teams with customer welfare support where required during gas emergencies in hours and via the regional standby rota

What you’ll need

• We are looking for someone with 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 wouldbe 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 required in the role, this could include occasional overnight stays

If you don’t have all the qualifications, we would still love to hear from you… we provide our own specialised learning and development programs, providing access to learning tools to help you acquire the skills needed to excel in our environment.What’s in it for you

• Job security and genuine learning and development opportunities
• Holiday and sickness package
• HolidayPlus - Buy up to 10 additional days holiday, available all year round
• Retail & leisure discounts
• Cycle2work scheme
• Company pension scheme - with company contributions between 6 -12% (depending on length of service and personal % contribution)
• Gym & mobile discounts
• Virtual GP - Our GP Helpline is a virtual GP service which offers unlimited access to GP at a time which suits you

What we do…We’re on a journey to transform the future of gas and we think outside the box - futuristic technologies and robotics are leading our innovation. Keeping our customers safe and warm is what we do but beyond that, we want to make the world a better place,which is why we’re passionate about helping in our communities, reducing our carbon footprint and driving innovation in our industry.At SGN, we strive to sustain our world through managing the network that distributes natural and green gas across the south of England and Scotland. We have an important responsibility to keep the gas flowing to 5.9 million homes and businesses. Your workdirectly impacts SGNs commitments to keeping our customers’ homes and businesses safe.SGN is an Equal Opportunities EmployerFostering a diverse and inclusive culture is something we are passionate about working towards at SGN. We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success. We arecommitted to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employmentdecisions on merit, job requirements and business needs.