Customer Service Support Advisor - Leeds (23770)

Exciting Opportunity: Customer Service Support Advisor in Leeds

About Engie

ENGIE is a global leader in low-carbon energy supply and services. We have been active in the UK energy market for over 20 years, and our investments in energy infrastructure are focused on energy storage and renewable energy (solar, wind, biogas), whilst supplying energy to organisations of all sizes.

We are reshaping the energy future by reconciling economic performance with a positive impact on people and the planet, and we are looking for people who are committed to help turn our vision into reality.

About the role

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.

ENGIE are recruiting for a Customer Service Support Advisor based in Leeds. This is a Permanent role, working full time Monday to Friday. On offer is a competitive salary, bonus and benefits package.
 

Key Responsibilities

• 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

Key Requirements

• Previous customer service experience
• Experience from a similar role within the Energy sector, desirable
• Excellent communication skills (including written and telephone skills).
• Microsoft Office proficient.
• Proven record of excellent customer service.
• Able to produce accurate work within tight deadlines.
• Proven organisational skills.
• Self-management.

What benefits we offer?

Flexible Working
We understand the importance of work-life balance and recognise that everyone is striving to find the perfect one between work and home life. That's why we offer a hybrid working model that combines the convenience of remote work with the benefits of collaborating in a professional office environment. You'll have the flexibility to work from home part of the time, allowing you to optimise your productivity while enjoying a comfortable work setup.

Bonus Programme
We reward your hard work and dedication with a competitive bonus programme that recognises and values your contributions. Your efforts are appreciated and directly reflected in your financial rewards.

Life Assurance
We prioritise your peace of mind by offering life assurance coverage. You can feel confident knowing that your loved ones will be protected in the event of the unexpected.

Income Protection
Your financial security matters to us. Our income protection benefits ensure that you have a safety net in place, providing a valuable source of income if you're unable to work due to illness or injury.

Employer Pension Contribution
We invest in your future by contributing to your pension plan. You can enjoy the confidence and peace of mind that comes with knowing that you're building a solid foundation for your retirement.

Healthcare Cash Plan
Your well-being matters to us, which is why we provide a healthcare cash plan. You'll have access to a range of healthcare benefits, including reimbursement for medical expenses, dental and optical care, and more. Take care of yourself and your family's health without financial worries.

myENGIE
We offer a range of flexible benefits to employees alongside hundreds of retail and lifestyle discounts through myENGIE.

Diverse Employer
ENGIE’s purpose is to accelerate the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally friendly solutions, and we know that the most successful businesses are the most sustainable ones. Diversity, equity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent, bringing the best thinking to our business from inside and outside of our industry. Our ambition is to make sure everyone at ENGIE feels valued, respected and included. We know that diverse teams have more creativity, imagination, innovation and problem solving capabilities, so we are committed to tackling inequalities and creating a diverse and inclusive business.

Equal Opportunity
We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes only. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.