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Sales / Customer services
ENG00028658 Requisition #

ENGIE is a leading energy and services company focused on three key activities: production and supply of energy, services and regeneration. Our 17,000 employees combine these capabilities for the benefit of individuals, businesses and communities throughout the UK & Ireland.

We enable customers to embrace a lower carbon, more efficient and increasingly digital world. Our customers benefit from our energy efficient and smart building solutions, the provision of effective and innovative services, the transformation of neighbourhoods through regeneration projects, and the supply of reliable, flexible and renewable energy.

ENGIE improves lives through better living and working environments. We help to balance performance with responsibility, enabling progress in a harmonious way.

Globally, the ENGIE Group employs 160,000 people worldwide and achieved revenues of €60.6 billion in 2018.

ENGIE are recruiting for a Customer Service Advisor to be based at Quorum Business Park, Newcastle upon Tyne NE12 8EX, United Kingdom. This is a permanent, part-time role working 25.5 hours per week. On offer is a salary banding of £11,935 -£13,294  dependent upon skills and experience.

Shifts will be based on rotations, 24/7 365 days a year 6am-8pm

General Overview:  

Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries.  The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, the SSC, clients and ENGIE. The post holder will be required to work flexibly with variable hours of work.

Primary Accountabilities and Deliverables:

  • To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.

  • To provide advice and information on a range of services as required

  • Promotion of self – serve channels

  • To receive, process and issue applications for services 

  • To signpost customers to other services and events

  • To receive and process complaints, comments or suggestions ensuring these are  resolved, where possible, at first point of contact or escalate through agreed processes

  • To process payments, be responsible for cash handling and maintaining accurate records adhering to all financial and audit requirements. 

  • To adhere to established procedures for each service request.  

  • Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies. 

  • To assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function.

  • Assisting in service development and continuous improvement projects and activities.

  • Acting in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies, regulations, guidelines and procedures.

  • Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager

  • Be able to  work to a high standard of accuracy that ensures prompt, efficient and effective service delivery. 

  • Ensure behaviours are aligned with ENGIE’s core values and competencies

Qualifications or Required Experience: 



  • Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability
  • Good literacy, numeracy and ICT skills  


  • Possesses a recognised Customer Service qualification e.g. NVQ, ICS



  • Experience in providing help, advice and information in a customer service environment 
  • Experience of gathering organising and managing information
  • Experience of financial and administrative routines
  • Experience of working in a team and in a performance management culture
  • Experience of working with a wide range of ICT systems including Microsoft Office


  • Experience of payment routines and financial systems
  • Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management
  • Experience of working across different channels e.g. telephone and face to face
  • Experience of supporting project work, activities and continuous improvement

Roles and Behaviours


  • Ability to work as part of a team and/or work unsupervised as required
  • Ability to work consistently in an enthusiastic and professional manner. 
  • Ability to stay calm under pressure 
  • Delivers excellent Customer Service in line with standards and expectations
  • Positive attitude to challenges and change
  • Excellent communicator
  • Commitment to equal opportunities and anti-discrimination policies
  • Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service

For more information about ENGIE, please visit:


For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

If you are a disabled applicant and meet the minimum outlined in the job description, you will be given the opportunity to demonstrate your abilities at interview.

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