---

Job description

In this role, you will work within the Customer Services department recording customer and job request details on company systems and initiating appropriate responses in line with defined business processes to deliver excellent customer service. You will pay particular attention to health and safety, business growth, and service delivery standards.

Responsibilities

• As the one responsible for planning asset maintenance jobs, you play a crucial role in maintaining the integrity of our company's assets. Your tasks include populating available resources in line with our KPIs, utilising diary and resource planning.
• Administration and planning of new gas connections to the Phoenix Energy Network is a significant part of our commitment to customer satisfaction. Your role involves contacting customers to plan jobs, liaising closely with our construction partners.
• Handle various incoming and outbound telephone calls effectively, providing an efficient and effective service to existing and potential customers.
• 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.
• Establish, develop, and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix’s 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

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above.
• At least one year’s experience working within a customer service environment dealing with high volume telephone enquiries.
• At least two year’s administrative experience.
• Excellent IT skills.
• Ability to work as part of a team and on own initiative without supervision.
• Excellent communication skills including a polite & friendly telephone manner.

Desirable Skills

• 1 years’ experience working within a planning or scheduling department dealing with telephone enquiries from customers and engineers.
• Experience of managing a diary system.
• Experience of updating high levels of data on a computer system.
• Experience of complaint handling.