CUSTOMER SERVICE ADVISOR

The Customer Service Advisor role is varied; interfacing with customers through inbound and outbound calls, live chat, email and social channels for the purpose of fulfilling service requests.

Job Type: Temporary

Location: Preston, Lancashire

Salary: Competitive


The Role

The Customer Service Advisor role is varied; interfacing with customers through inbound and outbound calls, live chat, email and social channels for the purpose of fulfilling service requests. Customer contact areas are focused across four primary Business Units: Metering & Site Visits, Billing & Payments, Change of Tenancy & Move In Move Out and Registrations & Losses. You will have a broad understanding of all Business Units to facilitate inbound contacts with a specialty in at least one Business Unit for pro-active outbound contact and administration.

Responsibilities

  • Being the voice of HUB energy you will be the first point of contact for customer queries
  • Working on a variety of contact channels simultaneously through the course of a day including voice and live chat
  • Using non-scripted probing techniques to determine customer needs and provide a suitable resolution
  • Demonstrating patience in all customer contact situations; maintaining a pleasant and professional tone and manner
  • Following internal guidelines to raise and resolve customer complaints in line with Ofgem requirements
  • Ability to meet and maintain individual performance measures with understanding as to how these support the wider Team performance measures

The Person

Knowledge and experience

Experience of working in the energy sector.

Practical experience in a customer facing role with ability to handle challenging conversations.

Knowledge of Metering & Site visits: Communicating with customers to offer support and guidance in relation to meter readings, faulty meters and energy consumption. Discussing requirements for meters to be moved, removed or reconnected.

Knowledge of Billing & Payments: Communicating with customers to offer support and guidance with understanding billing, payments, Direct Debits and account balances. Ability to advise customers on next stages of the debt recovery process where payments are not made in line with contractual agreements.

Knowledge of Registrations and Losses: Communicating with customers to offer support and guidance with commercial contracts, transfer of supply across energy suppliers with objection and rejection exceptions, erroneous transfers, fixed term tariffs, renewals and online accounts.

Knowledge of Change of Tenancy and Move In Move Out: Communicating with customers to obtain relevant information to enable consideration of CoT and MIMO queries. Requirement to provide explanation and reasoning for CoT process requirements.

A basic understanding of some or all of these processes within the sector is essential. Training will be provided to plug knowledge gaps and cover internal processes.

Qualifications and skills

  • Skilled in multi-tasking including the ability to work flexibly and adapt to changes quickly.
  • Strong oral and written communication skills
  • Ability to work independently with understanding of individual performance on the wider team however training is provided.
  • Ability to make reasoned and balanced decisions independently based on information available
  • Ability to manage personal adherence measures including but not limited to: dialler adherence, live chat adherence and complaint resolution
  • Strong computer navigation skills and PC knowledge

 

To apply, please send a copy of your CV to [email protected] Please make sure you include the job title Customer Service Advisor in the subject line of your email.