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Customer Support

Location
Manchester, Lancashire
Salary
£21,287
Job Type
Permanent
Posted
1 Sep 2022

An exciting opportunity has arisen to join a leading utilities supplier as a Customer Support. Our client is currently seeking a Customer Administrator based in Failsworth, Manchester. This is a full-time temporary contract for 6 months, paying £21,287 per annum pro rata working a 37 hour week = £11.06 per hour. Working Monday to Friday 8am - 8pm on a rota.

Our client has a clear roadmap that will both drive their performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050. They are making a difference through innovation and new ways of working. They are shaping/creating a cleaner, greener future for their 11 million customers, they put their heart into everything they do.

Purpose of the role:

The Customer Experience team are the gatekeepers to our customer's happiness. We are at the forefront of driving an ambitious agenda and ensuring we continue to develop a strong culture and focus on our customers through all of our customer interfaces. Central to the team is delivering on our Customer Plan and Customer KPIs that enables the business to continually drive and deliver high levels of satisfaction. The Customer Experience team will build strong relationships with all parts of our end-to-end customer touchpoints including Emergency, Repair, Planned Work and Connections to ensure that all areas of the business are delighting our customers.

About the role

  • Provide comprehensive administrative support to the Manager and Team
  • Ensure support is provided to meet team's objectives and requirements
  • Support the development, collation, and production of Key Performance Indicators
  • Work within and promote the philosophy of safe team working
  • Actively demonstrate and promote the Our Values, and positively contribute to a customer-oriented approach
  • Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements
  • Be inquisitive with an interest in developing existing skill set and learning new skills
  • Liaise with both internal and external stakeholders
  • Demonstrate an inclusive work ethic.

Accountabilities

  • Respond to incoming enquiries and complaints from customers. Liaising within the business for a swift response in accordance with policy.
  • Be responsible for the provision of guidance, advice, and support to operational staff for enquiries and complaints
  • Use of systems within the business to contact customers and gain feedback
  • Pro-actively contacting the customer after works to ensure their satisfaction, contacting customers to resolve any issues
  • Experience of Excel and Word required to update trackers and write correspondence to customers
  • Ability to spot trends and highlight issues so we can improve our customer service
  • Provide front-line customer engagement and office support during incidents
  • Promote and support the rewards scheme for great customer performance in the Network
  • General administrative support for the Customer Experience Team
  • Excellent communication skills with external customer and internal teams within the business
  • Good organising skills, in order to prioritise a busy work load
  • Team working and ability to build strong relationships is essential in this busy team.
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Details

  • Job Reference: 699493486-2
  • Date Posted: 1 September 2022
  • Recruiter: MANPOWER
    MANPOWER
  • Location: Manchester, Lancashire
  • Salary: £21,287
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent