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Job description

The job holder will work as part of the Customer Services team and will be responsible for recording customer and job request details on company systems and initiating appropriate responses, in line with defined business processes to deliver excellent customer service, paying particular attention to safety, sales and standards of service requirements. Provision of general administrative support including the planning of asset maintenance programmes, documentation verification, and data input. The job holder will also be responsible for inbound and outbound customer contacts in respect of gas emergencies, asset maintenance programme updates and other business-related enquiries. .

Responsibilities

• Handle various incoming and outbound telephone calls effectively, providing an efficient and effective service to existing and potential customers.
• Assist in the administration and planning of asset maintenance work and connection planning to the Phoenix Energy Network, utilising diary and resource planning systems.
• Handle and resolve customer complaints in line with company values and standard operating procedures.
• Respond effectively to reported gas emergencies, ensuring accurate collection, and recording of customer data and the reported incident.
• Highly proficient in data inputting and assisting with administration tasks.
• Updating connection, metering, and service information on company systems.
• Ability to interpret and translate technical information to initiate the appropriate responses and data capture requirements.
• General administrative tasks, recording customer complaints, booking energy advisor appointments, and data inputting of completed appointments, service work documentation, completed meter/ service job documents and incentive management information.
• Contribute to achieving of Phoenix Energy corporate goals and objectives, emphasising delivering customer service standards through personal behaviour.
• Establish, develop, and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix corporate objectives.
• Observe and comply with policies and procedures for Health and Safety at Work and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives.
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
• Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the organisation.
• To promote and adhere to the workplace values of Respect All, Dynamic, Forward Looking, Serving Community Needs and Excel Together.

Skills and Qualifications

Essential Skills

• At least one years experience working within a customer service which includes dealing with telephone enquiries. OR At least one years experience in a retail environment. OR At least one years administrative experience.
• Excellent IT skills.
• Ability to work as part of a team and on own initiative without supervision.
• Ability to multitask various activities.
• Excellent communication skills including a polite & friendly telephone manner.

Desirable Skills

• 1 years experience working within a contact centre dealing with high volume telephone enquiries.
• Experience of managing a diary system.
• Experience of updating high levels of data on a computer system.
• Experience of complaint handling.