Weekend part time Customer Service Advisor - ENGIE - Newcastle upon Tyne - Wizbii

Weekend part time Customer Service Advisor

  • By ENGIE
  • Newcastle upon Tyne (United Kingdom)
  • Business / Sales
2018-08-07T20:32:09+0000

Job description

ENGIE are recruiting for a Weekend part time Customer Service Advisor to be based in Newcastle. This is a permanent part time role working 20 hours per week. Shift rotation Saturday and Sunday 10 hours per day, there is a requirement for training to be completed through the normal working day and out of hours to be agreed upon with successful candidates. On offer is a competitive salary.

Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries. The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, the SSC, clients and ENGIE.

Primary Accountabilities and Deliverables: 

·  To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods. 
·  To provide advice and information on a range of services as required 
·  Promotion of self – serve channels 
·  To receive, process and issue applications for services 
·  To signpost customers to other services and events 
·  To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes 
·  To process payments, be responsible for cash handling and maintaining accurate records adhering to all financial and audit requirements. 
·  To adhere to established procedures for each service request. 
·  Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies. 
·  To assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function. 
·  Assisting in service development and continuous improvement projects and activities. 
·  Acting in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies, regulations, guidelines and procedures. 
·  Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager 
·  Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery. 
·  Ensure behaviours are aligned with ENGIE’s core values and competencies 
Specific Responsibilities/ tasks 

Relationship management: 

·  Promote a positive image of the Client, associated services and ENGIE 
·  Administrative and Financial management: 
·  Undertake day-to-day administrative, financial and support service routines as required 
Impact: 

·  Contributes to the delivery of excellent customer experience 
·  Contributes to the efficient delivery of services 
·  Contributes to growth opportunities and acts as an ambassador for Customer Service across the business 
Support ENGIE by: 

·  Participating and contributing to new business opportunities 
·  Identifying and contributing to continuous service improvements 
This list is typical of the level of duties expected of the post holder. It is not exhaustive, and other duties of a similar type and level will be required. 

For more information about ENGIE please visit:http://www.engie.com/en/candidates-area/

Qualifications

Essential: 

·  Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability 
·  Good literacy, numeracy and ICT skills 
Desirable: 

·  Possesses a recognised Customer Service qualification e.g. NVQ, ICS  Experience 

Essential: 

·  Experience in providing help, advice and information in a customer service environment 
·  Experience of gathering organising and managing information 
·  Experience of financial and administrative routines 
·  Experience of working in a team and in a performance management culture 
·  Experience of working with a wide range of ICT systems including Microsoft Office 
Desirable: 

·  Experience of payment routines and financial systems 
·  Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management 
·  Experience of working across different channels e.g. telephone and face to face 
·  Experience of supporting project work, activities and continuous improvement 
Roles and Behaviours 

Essential: 

·  Ability to work as part of a team and/or work unsupervised as required 
·  Ability to work consistently in an enthusiastic and professional manner. 
·  Ability to stay calm under pressure 
·  Delivers excellent Customer Service in line with standards and expectations 
·  Positive attitude to challenges and change 
·  Excellent communicator 
·  Commitment to equal opportunities and anti-discrimination policies 
·  Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service  For this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

This job advert is supported by the ENGIE Resourcing Team. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

Here are some other vacancies your might like

Get a mail digest of vacancies that match your profile!
Thousand of vacancies are available for you on Wizbii :)

About ENGIE

1431 vacancies open at ENGIE

Find your next job on Wizbii,
the leading professional platform for youth's employment

Job vacancies

Jobs right at your fingertips!
Download