Customer Service Advisor

Job description

ENGIE are recruiting for a Customer Service Advisor to be based at Queen Alexandra Hospital, Southwick Hill Road, Cosham, Portsmouth PO6 3LY. This is a permanent full time role working 37.5 hours per week, Monday - Friday  7:30 am-3:30 pm. On offer is a salary banding of £18,000 - £20,000, dependent upon skills and experience. 


General Overview:  

The role of the Customer Service Advisor is to provide a customer focused Help Desk Service, dealing with all client/customer requests, managing all complaints in a sensitive and efficient manner.  Respond to all calls in a timely manner, ensuring appropriate actions are taken and records maintained. The helpdesk provides a service 24 hour a day, 7 days a week, taking about 21000 calls a month. Reporting to the Customer Service Team Leader

Main Responsibilities/Duties Include:

·  Centrally co-ordinate and support the activities of all within the contract and assist in achieving the integration of information and service in a customer focused environment.
·  Complexity:  
·  Receive and process customer telephone, email, and fax or internet requests to ensure the timely and effective completion of work, in accordance with the service level specification.
·  Participate in workplace inspections and risk assessments on regular basis within the areas of responsibility.
·  To contribute to the business change programme as a result of direct experience in delivering the helpdesk service.
·  To ensure that the relevant information is accurately logged on FM Services database in accordance with Performance Management System (PMS) to enable the effective transfer of information to the appropriate department for action.  Provide the department with a task number.
·  Provide an administrative support service to the tam (including distribution of mail; typing; filing; and dealing with telephone calls as necessary) to maximise efficiency and also to facilitate a good responsive customer service.
·  Regularly review logged calls on the database, to monitor progress, identify priority tasks and ensure timely completion.
·  Ensure information on completed and partially completed tasks is entered into the databases, maintaining accurately the current status of all tasks.
·  Responsible for passing on instructions to Facilities staff, recording such action in response to calls, requests etc., and enabling staff to meet the performance targets of the contract.
·  To participate in additional training based on specific needs of the Post Holder and the service level requirements, so to maintain a professional image. For more information about ENGIE please visit:http://www.engie.com/en/candidates-area/

Qualifications or Required Experience: 

·  Maths level C – (or equivalent)
·  English level C – (or equivalent)
·  RSA 11 – (or equivalent)
·  Experience in a large organisation in an admin or call centre role
·  Understanding of Microsoft word, Excel and Access.
·  Provide an excellent level of customer service
·  Good verbal and written communication skills
·  Customer focused
·  High degree to attention to detail
·  Ability to work effectively as part of a team
·  Ability to function in a pressurised environment
·  A good knowledge of Health and Safety
·  Ability to work shifts to meet the needs of the department
·  Flexibility to work additional hours often without prior notice and when required.
This role requires an enhanced disclosure
An enhanced disclosure contains the following information:

·  All convictions both current and past,
·  Cautions, reprimands and warnings help on the police national computer for England and Wales,
·  Relevant convictions in Scotland and Northern Ireland may be included,
·  Checks against the Children’s and Vulnerable adults barring list,
·  Additional checks for relevant information held by the local police forces for the position being applied for 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.