Title of job

Customer Service Support Advisor

Reports to

Customer Service Support Team Leader

Division / Department

Energy Supply

Location

Leeds

Purpose of the job:

The role holder will be responsible for the resolution and root cause analysis of escalated customer queries, complaints, Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.

Key Accountabilities:

• To resolve escalated queries and complaints within agreed Service Level Agreements (SLA’s).
• To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
• To resolve and where necessary feedback on Citizens Advise referrals.
• To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and adhering to our policies at all times
• To keep accurate, detailed and up to date notes, in the Junifer System
• To manage the timely closure of queries and complaints ensuring targets are met
• To ensure new queries and complaints are opened whenever the nature of the contact differs and to re-open complaints where not resolved for the customer
• To adhere to internal policies, risk frameworks, industry compliance and other requirements.
• To complete complaint closure reports and perform root cause analysis. 
• To identify themes of process and system issues that are creating high volumes of queries
• To provide support to the Credit Control team to resolve disputes in a timely manner
• To take actions, working with other teams / departments if necessary, to improve customer experience
• To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times
• To provide a seamless handover of query information to other teams.
• To identify knowledge gaps within Retail Operations and at the SSC, arranging appropriate training.  
• To assist in the development and training of new starters within the department.

Outcome, Results and Key Performance Indicators:

• All systems are updated accurately, and all reports delivered on time.
• Dispute resolution and reduced debt.
• Query and complaint resolution within agreed SLAs, Ombudsman cases and Citizen Advice referrals also.
• No late submission fines from the Ombudsman Services.
• Reduction in repeated queries, complaints and disputes.
• Minimal errors and rework.
• High level of customer satisfaction and improved customer experience.
• Updated literature, including training documents and customer communication.
• Improved broker relationships.

Dimensions of job:

• No direct reports.

Key relationships:

• Internal: All Retail of Operations, in particular Market Interaction, Meter Data Management, Credit Control and Billing, Sales, Finance, Compliance, Business Transformation.
• External: End-customers, Third Party Intermediaries (TPIs) and third-parties (e.g. service providers), Ombudsman Services, Citizens Advice.

Knowledge and skills:

• Excellent communication skills (including written and telephone skills).
• Numerical skills.
• Microsoft Office proficient.
• Proven record of excellent customer service.
• Able to produce accurate work within tight deadlines.
• Proven organisational skills.
• Self-management.

Experience:

• Previous customer service experience
• Experience from a similar role within the Energy sector, desirable

Qualifications:

• GCSE Maths and English Grade C (or equivalent) or above
• Degree level (or equivalent), preferable

Behavioural Capabilities:

• Customer focus
• Results focus
• Self-motivated
• Attention to detail
• Able to build positive relationships
• Able to manage conflicting priorities
• Effective communication skills
• Committed to a high standard of performance
• Drive to achieve continuous improvement
• Empathy and resilience