Customer Service Advisor

The Customer Service Advisor is responsible for maintaining our customer centric service offering by providing a first-class service to our customers; resolving all possible enquiries first time, inclusive of escalated and dissatisfied customers. You will working collaboratively with colleagues across the business at all levels to ensure their service operates successfully for their customers and complaints are resolved effectively. You will also be delivering high quality performance via all channels; telephony, email, live chat etc.

This role can be worked on a Hybrid working model, Monday-Friday between 08:30am - 5:30pm.

This is a 12 month Fixed term contract

Duties:

• Handling customer enquiries relating to all aspects of service 
• Provide advice and support to customers, helping them manage their account effortlessly.
• Provide accurate information and advice as required based upon customers needs at the point of contact.
• Engaging with a range of customers and scenarios on a daily basis with a key focus on customer satisfaction, and complaint prevention and resolution.
• Escalation point and liaison for other departments in order to resolve customer queries relating to billing, collection and operational issues.
• Send resolution letters to the customers once the complaint is resolved

Experience:

• Knowledge of customer services and customer support ideally from a Utilities background
• Writing communications to customers
• Possess good listening, written and verbal communication skills
• Team player
• Attention to detail and accuracy
• Ability to communicate clearly and effectively by telephone and e-mail