Customer Support Advisor
- Employer
- Cadent
- Location
- Greater Manchester, Failsworth
- Salary
- Up to £21287 per annum
- Closing date
- 9 Dec 2022
View more
- Sector
- Administration and Business Support
- Job Type
- Temporary
- Hours
- Full-time
Job Details
An exciting opportunity has arisen to join a leading utilities company to be based at their Failsworth office, M35 9FF as Customer Support Advisor. This is a full-time temporary contract for 6 months, working a 37 hour week, Monday to Friday 8am - 8pm to a shift pattern. Paying £21,287 per annum pro rata, £11.06 per hour. Start date as soon as possible!
Our client has a clear roadmap that will both drive their performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050. They are making a difference through innovation and new ways of working. They are shaping/creating a cleaner, greener future for their 11 million customers, they put their heart into everything they do.
Purpose of the role:
The Customer Experience team are the gatekeepers to our customer's happiness. We are at the forefront of driving an ambitious agenda and ensuring we continue to develop a strong culture and focus on our customers through all of our customer interfaces. Central to the team is delivering on our Customer Plan and Customer KPIs that enables the business to continually drive and deliver high levels of satisfaction. The Customer Experience team will build strong relationships with all parts of our end-to-end customer touchpoints including Emergency, Repair, Planned Work and Connections to ensure that all areas of the business are delighting our customers.
About the role
- Provide comprehensive administrative support to the Manager and Team
- Ensure support is provided to meet team's objectives and requirements
- Support the development, collation, and production of Key Performance Indicators
- Work within and promote the philosophy of safe team working
- Actively demonstrate and promote the Our Values, and positively contribute to a customer-oriented approach
- Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements
- Be inquisitive with an interest in developing existing skill set and learning new skills
- Liaise with both internal and external stakeholders
- Demonstrate an inclusive work ethic.
Accountabilities
- Respond to incoming enquiries and complaints from customers. Liaising within the business for a swift response in accordance with policy.
- Be responsible for the provision of guidance, advice, and support to operational staff for enquiries and complaints
- Use of systems within the business to contact customers and gain feedback
- Pro-actively contacting the customer after works to ensure their satisfaction, contacting customers to resolve any issues
- Experience of Excel and Word required to update trackers and write correspondence to customers
- Ability to spot trends and highlight issues so we can improve our customer service
- Provide front-line customer engagement and office support during incidents
- Promote and support the rewards scheme for great customer performance in the Network
- General administrative support for the Customer Experience Team
- Excellent communication skills with external customer and internal teams within the business
- Good organising skills, in order to prioritise a busy work load
- Team working and ability to build strong relationships is essential in this busy team.
Company
We are Cadent
Proud to be the nation’s largest owner and operator of gas distribution networks, our 6,000 colleagues, working across four gas networks, keep the energy flowing to around 11 million homes and businesses. That’s half of the UK, we keep safe and warm. 24/7. 365 days a year. And have done for the past 200 years.
And now, we’re looking forward to an exciting future. A future in which we'll exceed targets and produce award-winning innovations across robotics, safety, and bio-gas. One that we’ll play a big part in shaping as we continue to provide emergency response and repair services, conduct asset replacement work and move to the frontier of our industry. A future where we'll keep the nation cooking on gas.
Join us and experience a rewarding career with real purpose and realistic progression that will make you feel genuinely proud about what you do.
How we work
The national gas distribution network isn't just a commercial resource, it’s a national asset that we safeguard for future generations. And, as we own four of the eight regional gas distribution networks in the UK, our duty is to look after and maintain them, keeping the energy constantly flowing through 130,000km of pipeline to around 11 million customers every single day.
These are big numbers. And this is a huge responsibility. Added to which, we also manage the national gas emergency number. So, every single person at Cadent should feel really proud of the fact that they’re helping to smoothly and safely power everyday life in Britain.
They should feel proud to play their part in sourcing secure, affordable and sustainable gas for the future too, as we look ahead to RIIO-2. We’re improving our service to our customers by delivering the right solutions at the right cost, and working to achieve frontier performance by developing a high-performing culture across the business. Yes, targets will be stretching. But, we’re confident that a good plan well-executed will get us to where we need to be.
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