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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. This 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. The post holder will handle personal data in accordance with the organisation’s data protection obligations under UK GDPR and the Data Protection Act 2018. 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 and regulatory response time requirements.
• 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 response protocols whilst maintaining calm, professional demeanour.
• Handle and resolve customer complaints in accordance with company procedures and Phoenix Energy’s Standards of Service obligations.
• Record all complaint accurately on the system and escalate any unresolved or complex complaints to the Team Leader promptly.
• 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. Input completed documentation and certification into company systems.
• 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.
• Handle all personal data in compliance with UK GDPR, the Data Protection Act 2018 and Phoenix Energy’s Data Protection Policy, ensuring all data is processed lawfully, accurately and securely.
• Book energy advisor appointments, maintain organised records and filing systems, and support team administrative requirements as needed.
• Contribute to achieving Phoenix Energy corporate goals through personal behaviour, positive attitude, and commitment to service excellence. Participate actively in team meetings, training, and development activities.
• Establish, develop and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix Energy’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 in order to meet the changing needs of the organisation
• Promote and adhere to the workplace values of Respect All, Dynamic, Forward Looking, Serving Community Needs and Excel Together.

Skills and Qualifications

Essential Skills

• Demonstrable written communication skills
• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
• 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
• At least two years’ administrative experience including call handling
• 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
• Ability to remain calm and act with professionalism under pressure
• High level of accuracy and attention to detail

Desirable Skills

• At least one years’ experience managing appointments using a diary system
• Experience of updating high levels of data on a computer system
• Experience of complaint handling