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Job description

You will work as part of the Customer Services team, providing frontline support to existing and potential customers through efficient handling of telephone calls, emails, and service requests. You will be responsible for recording customer and job request details on company systems, initiating appropriate responses in line with defined business processes, and delivering inclusive, excellent customer service that meets the needs of all consumers, including those requiring additional support. The role involves significant administrative responsibilities including planning and scheduling asset maintenance work, connections and communications to property owners, coordinating appointments with customers and field operatives, and managing diary and resource planning systems. You will respond to gas emergencies, manage asset maintenance programme scheduling, handle complaints, process completed documentation and certification, and provide comprehensive administrative support whilst ensuring compliance with safety standards, Standards of Service requirements, and regulatory obligations including ISO 22458.

Responsibilities

• Handle inbound and outbound telephone calls, emails, and prepayment faults, delivering efficient and inclusive service in line with ISO 22458 vulnerability awareness principles.
• Respond effectively to reported gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS).
• Handle and resolve customer complaints following company procedures. Record complaints accurately and escalate to your team leader when needed.
• Assist in the administration, planning, and scheduling of asset maintenance work and connections to the Phoenix Energy Network using diary and resource planning systems. Coordinate appointments with customers and field operatives.
• Administer network development projects. Issue timely communications to affected property owners regarding planned works, verify and update sales paperwork associated with new connections, and maintain accurate records and documentation.
• Accurately input and update customer information across multiple company systems. Process completed paperwork from engineers including meter records, service documentation, and Gas Pressure Test Certificates.
• Book energy advisor appointments, maintain organised records and filing systems, and support team administrative requirements as needed.
• 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.

Skills and Qualifications

Essential Skills

• At least two year’s experience working within a contact centre dealing with high volume telephone enquiries.
• At least three year’s experience in a retail environment.
• 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 the ability to talk on the telephone.

Desirable Skills

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
• 1 years’ experience working within with engineers and managing appointments using a diary system.
• At least one year’s administrative experience.
• Experience of updating high levels of data on a computer system.
• Experience of complaint handling.