Customer service (Smart Experience Advisor)

Our client a Market leading Energy Provider require an accomplished customer service advisor to join them for an exciting and interesting engagement within social media customer resolutions.

Job Title: Smart Experience Advisor

Location: Northampton

Start: March 2022

Salary: Competitive

Pay Cycle: Monthly Pay

Hours

37.5 hours per week

Rotating shift patterns; Monday- Friday between 8am-6pm

3 weeks training 9am-5pm Monday – Friday

The Role

You will be working as part of our Customer service team.

To deliver a high standard of service based on a detailed understanding of Smart Meter installation procedures and processes. To enhance the customer experience, whilst meeting business and industry requirements.

Is providing fantastic Customer Service your skillset?……. then read on!

About Us…

• As an energy services and solutions company, we put customers and colleagues at the heart of everything we do, to add value for all. We share a common purpose to help our customers live sustainably, simply and affordably!
• Our customers and our colleagues are our priority. Our mission is to provide energy services and solutions to our customers Sustainably. Affordably and Simply. It’s what we do best. We’re proud to live our values every single day. We care. We’re courageous. We collaborate with each other.
• Lockdown has taught us that nothing is impossible, so if you want to work from home then that works for us! We’ll supply all your IT equipment- you’ll just need a desk, a comfortable chair and a stable, wired internet connection (10mps)

What You’ll Be Doing…

• Deliver a high-quality customer experience, using various contact channels to engage customers to arrange an appointment to have their Smart Meter installed.
• Enhance the customer experience and mitigate company risk proactively by identify and resolving customer enquiries in a timely and effective manner and wherever possible deliver 1st time customer resolution.
• Where necessary escalate complex cases to the appropriate person or process team; ensuring all key information is exchanged in a timely and effective manner.
• Meet objectives to the rated standard, ensuring KPI’s are met on an hourly, daily, weekly and monthly basis.
• Update customer account information within company guideline; ensuring all key information is logged and where necessary accurately noting the account with actions.
• Meet compliance levels across business, industry and departmental policies.
• Effective execution of all departmental processes.

Seek to provide value add opportunities for both the Customer and Business by performing proactive account management such as taking meter reads; customer payments or promoting customer self-serve.

And The Skills We Need From You.

• Understanding of the Smart Meter programme, including the customer engagement strategy and associated industry and business compliance.
• Sound understanding of the overall customer lifecycle, the utilities industry and the regulatory policies that govern it.
• Contact Centre/Customer facing environment experience.
• Strong professional interpersonal skills across all contact channels.
• Effective communication, questioning and active listening skills in order to quickly build a picture of a customer’s circumstances and needs.
• Effective negotiation and influencing skills in order to seek win-win outcomes both for the customer and the business.
• Able to work within a fast paced and frequently changing target driven environment.
• Competent in MS word, Outlook and MS excel.
• Learns new systems quickly.
• Can formulate basic written correspondence in a well-constructed manner to internal colleagues, customers or third parties.
• Problem solving skills.
• Organisation/Time Management skills in order to meet various demands in any given time.

It’s important that we do the right thing and we will carry out financial, criminal record and reference checks before you start working with us.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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