Customer Service Advisor
Insite Energy, United Kingdom

Insite Energy is a dynamic, fast growing, utility services company that provides support to distributed energy schemes in the UK, particularly district heating schemes. The services provided include metering amp; billing, site management and maintenance services. The core of our business is providing high quality customer care.

The principle role of the Customer Service Advisor (CSA) is to resolve customer queries about their energy accounts in an effective, efficient and courteous manner. As part of the Customer Services team, CSAs also provide wider support to the overall metering and billing processes, including processing of payments, bills and credit control.

Duties amp; Responsibilities

• Provide excellent customer service to Insite Energy customers in answering and resolving their enquiries in a courteous, efficient and timely manner to ensure first contact resolution.
• Proactively review customer accounts when they call, to identify and resolve any future problems before they arise.
• Proactively review customer accounts from a credit control perspective and initiate communications with customers to ensure timely payment for services.
• In delivering excellent customer service, the Customer Service Advisor will need to:
  • Respond to queries raised by customers in a polite and friendly manner
  • Investigate and resolve routine customer enquiries at first point of contact, ensuring the delivery of an efficient and effective service to our customers
  • Ensure complaints are treated seriously and ensure complaints procedures are followed
  • Empathise with the customer where appropriate and ensure the customer always feels valued, treated fairly and properly informed
  • Ensure compliance with Data Protection procedures at all times

Requirements

• Previous call centre experience desirable.
• Experience in dealing with the public in a customer service capacity.
• Excellent communication skills, including verbal with proper grammar.
• Ability to work with others in a close manner.
• Good computer skills.
• Good multi-tasking skills.
• Able to react effectively and calmly in emergencies or rare occasions of disgruntled customers.
• Able to maintain customer confidentiality.

Work location:

Stuart House St John’s Street, Peterborough, PE1 5DD

Working hours - We are currently transiting between Customer Service Opening Hours, please read carefully:

Current shift pattern:

Rotating shifts: Monday to Friday, 09:00 - 17:30 (30-minute lunch break)

Monday to Friday, 12.00 - 20.30 (30-minute lunch break)

Alternative Saturdays with a day off in the week

New shift pattern:

4 days - 6am - 6pm

4 days off

4 days - 11am - 11pm

4 days off

Depending on when you are hired will depend on which shift pattern you will be placed on, however, all staff will eventually transition to the new shift pattern.

Benefits

· 23,400 (gross) per annum

· 20 days holiday per year + English bank/public holidays

· Pension matched at 4%.

· Employee online Wellbeing Centre + access to a free amp; confidential Employee Assistance Programme

· Relaxed dress code

· DO RIGHT WITH INSITE - Our Corporate Social Responsibility Programme provides our employees with up to 2 days of paid time off per year to engage with company volunteering initiatives

· Vibrant company to work for, great culture

· Free access to gym and classes at Stuart House, Peterborough

·Regular Social Events, including a Summer Party and Christmas Party

Job Rewards and Benefits