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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. Ensure all customer interactions meet Phoenix Energy service standards.
• Respond effectively to reported gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS). Accurately collect, record, and validate customer data and incident details, initiating appropriate emergency.
• Handle and resolve customer complaints following company procedures. Record complaints accurately and escalate to your team leader when needed.

Skills and Qualifications

Essential Skills

• At least two years' experience working within a contact centre dealing with high volume telephone enquiries.
• Or: At least three years experience in a retail or other customer facing environment with demonstrated ability to manage high volumes of customer contact and compliance requirements.
• At least one year's administrative experience.