THE OPPORTUNITY

Vacancies have arisen for the position of a Customer Service Advisor within our Customer Service Delivery (Metering & Billing) Team. Our M&B team currently manages the energy billing for core utilities including Heat, Electricity Water and Cooling for over 35,000 customers. As a result of a successful company growth, we are looking for a Customer Service Advisor based at our Head Office in Blackburn.

• Providing excellent customer service support to our Metering and Billing customers via telephone, social media and our in-house online ticketing system.
• Dealing with customer complaints with a Right First-Time approach.
• Escalating issues to the technical team or contracts team of the Metering & Billing Department.
• Providing 1st line technical support for customers who are experiencing technical difficulties with prepayment equipment (Training will be provided)
• Following internal escalation procedures for reactive engineer call outs
• Providing support to customers that are without services (electrical, heating, hot water) and work towards resolving issues on the call
• Processing bill payments and providing customers with their preferred method of payments.
• Provide help and support to our Vulnerable customers in line with company policy and procedures.
• Liaising with both customer and clients to ensure correct procedure is adhered to.
• Ensuring contract data is cleansed and maintained regularly in compliance with our contractual obligations.
• Proactive monitoring and maintenance of client documentation ensuring all business systems are accurate and in accordance with GDPR regulations.
• Ensuring that the company credit management system is updated with all communication and is the single source of information.
• Ad hoc duties as and when required by the line manager.