Location:Warwick, GB, CV34 6DA
Division: NESO Customer
Job Type: Full Time
Requisition Number: 69041
Department: ESO
Job Function: Customer Experience and Marketing
Description:

ABOUT US

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.
Join us, and let’s energise progress.
energy, our future, together.

KNOWLEDGE & SERVICE IMPROVEMENT

• Submit requests for knowledge management articles to the Customer Product Owner to support internal and external users.
• Identify and implement improvements to query management processes, including enhancements to the customer portal and website.
• Provide a central point of contact for business-wide customer queries, ensuring consistent and coordinated responses.

ABOUT YOU

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who:

• Passionate about delivering exceptional customer service, every time.
• Proven track record of working within customer focussed environments.
• Familiarity with dispute resolution processes and customer service best practice.
• Extensive experience of working within multi-channel contact centres.
• Solid experience of using customer relationship management systems.
• Ability to work independently, working alone or as part of a team.
• Strong communicator with excellent writing skills and attention to detail.
• Excellent team-player, having the ability to liaise positively with colleagues in the team and across the business.
• Actively participate in all company forums and team meetings, building genuine
• working relationships, supporting others at all times.
• Can-do approach, always seeking to continually improve our ways of working and operating processes.

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.
Being part of the Customer Service team, this role is to support our customer service offering across NESO. As one of a team of Customer Service Analysts, you will be responsible for delivering excellent customer service, providing first time resolution across multichannel contact. You will own and respond to queries in your queue from receipt to resolution and answer inbound calls from industry and consumers.
You will also support us in improving information on our website and in our knowledge centre. You will identify and help to improve the experience for our customers through their customer journeys, building trust and transparency across our whole business.
You will provide support to other members of the team, continuously look for innovative ideas to improve both our processes and the customer experience.
This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.