Customer Service Advisor

Customer Service Advisor

Location: Perth

Salary: £24.8k - £29k per annum (Dependent on skills & qualifications)

Perks & Benefits: Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

Reference: REQ4671

We are looking for….

The Customer Experience Team are at the heart of our organisation and play a vital role in supporting our customers. You will be joining an award winning, passionate team, who are proud to be recognised as the number one Gas Distribution Network in the UK for customer satisfaction, working hard to ensure the 5.9 million homes and businesses we serve in the South of England and Scotland are safe and warm. The Customer Experience Centre is a small team based in Perth and Portsmouth, but you will be working with the wider Customer Experience team. As a Customer Service Advisor, you’ll be the first point of contact for our customers and provide the support they need to keep them safe and warm, while delivering an award-winning service we can be proud of.

Our Customer Service Advisors are multiskilled, and comfortable with handling multiple customers a day with the aim of getting it right first time. Working within the Customer Experience team can be fast-paced and there is a lot to learn, so being able to retain information and being a quick learner is essential. As is always putting the customer at the heart of what you do.

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

• Delivering an excellent level of customer service.
• An ability to work towards the key performance metrics of the department.
• Respond to customer contact across our contact channels, not just telephone.
• Deal with a variety of customer contact covering all areas of the business and workstreams.
• Ensure we get it right first time when a customer contacts us.
• Logging contact received to best understand where customer trends, patterns and improvements can be found.
• Support our gas connections customers at the start of their journey with us by assisting with applications over the phone.
• Generating work order requests for engineer visits and updating customer relationship management system.
• Achieving KPIs on an individual level, which feed into the wider team and department.
• Liaising with operational teams and managers across different levels and business areas.
• Identifying customers who would benefit from the Priority Service Register and additional support services, offering our customers access to relevant services they need.
• Supporting during gas outages.
• Dealing with complaint calls and ensuring we do everything we can to support our customers by allocating them to colleagues to resolve.

What you’ll need

We’re looking for a blend of skills and attributes that make you a great fit for this role. If you don’t tick every box, don’t worry – we provide tailored learning and development programs to help you grow and succeed with us.

• A people person who is passionate in helping our customers, recognising no two customers are the same.
• Be able to communicate clearly and effectively with internal and external stakeholders and customers.
• Proven experience in managing customer expectations and problem solving.
• A neat and accurate worker, as well as being able to multitask.
• Being at ease using multiple systems, and competent in Microsoft software packages.
• Able to work towards targets and clear objectives set by the department.
• Be able to respond quickly to changing customer contact and expectation.
• Have a flexible and adaptable approach to working.
• Knowledge of digital customer interactions would be desirable, but not essential.

Why SGN?

SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. Join us in making a real difference—today and for the future.

Our company | SGN Your Gas. Our network.

https://sgn.co.uk/about-us/our-company

Here’s what we offer you

Benefits | SGN Your gas. Our network.

https://sgn.co.uk/about-us/careers-hub/benefits

Inclusion is at the heart of everything we do

Diversity and inclusion | SGN Your gas. Our network.

https://sgn.co.uk/about-us/careers-hub/diversity-and-inclusion

If you require any accommodations or support during the application process, please feel free to reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.

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