Customer Service Adviser



Retail (SEFE Energy)


Manchester


Permanent

We take pride in providing excellent customer service and you can help us to maintain this by ensuring all activities, incoming calls and emails are managed effectively and efficiently.

About us

We began our journey as an ambitious, independent gas supplier in the Northwest of England. We now supply thousands of businesses and organisations with the energy they need to provide their products and services used by millions of people across Britain, France and the Netherlands.

We are a place where you can be yourself and make your mark because whatever your role, you’ll find an open, welcoming atmosphere that empowers you, encourages fresh thinking, and recognises your contribution.

Role objectives

Our Customer Services Advisors are the first point of contact for all customer and broker enquiries, and make sure queries are resolved within a specific timescale.

We take pride in providing excellent customer service and you will help us to maintain this by ensuring all activities, incoming calls and emails are managed effectively and efficiently.

Duties & Responsibilities

  • Prioritise incoming calls and emails ensuring they are passed to the correct members of staff or dealt with directly as set out by the Customer Services Supervisor
  • Ensure customer queries are resolved within specific timescales
  • Ensure efficient flow of information between the Sales Team and Customer Services
  • Build strong working relationships with other teams around the business
  • Liaise with internal and external management team
  • Work to achieve the set KPI’s as set out by the Customer Services Manager

Skills & Competencies

  • Excellent verbal and written communication skills
  • Strong organisational skills, attention to detail and accuracy in all areas of work
  • Excellent interpersonal skills, able to establish credibility and build relationships with Senior Managers and other internal and external parties
  • Confidence to successfully persuade, influence and negotiate with internal and external parties
  • Excellent IT skills, proven working knowledge of Databases and MS Office including advanced MS Excel
  • The initiative to propose solutions, act independently and confident to effectively challenge the status quo
  • Comfortable working in a fast-paced office environment
  • Able to work well as part of a team as well as individually
  • Flexible approach to work, willing to be involved in other areas of the business as required
  • Enjoy the dynamics of team working, knowing when to ask for help or offer support to colleagues
  • Has a “can do attitude” in delivering the agreed solution and in delighting customers
  • Quickly and positively adopts new ways of working

Experience

  • Experience in a customer focussed role
  • Proven experience of working in a UK energy company would be an advantage but not essential

Education

  • A level education preferable or relevant experience

Our offer to you

In return we offer a competitive starting salary supported by a comprehensive benefits package which includes bonus earning potential, non-contributory pension, 25 days holiday plus bank holidays, buy / sell holidays, life assurance, allowance for medical and dental insurance together with a range of optional flexible benefits.

Based in our office in Manchester City Centre you can benefit from hybrid working offering the flexibility to spend some of your working week at home.

The 350 people working in our business are friendly and positive – you can approach anyone for help and your ideas are always welcome.  We’re committed to our REACH principles – Results, Expertise, Action, Challenge, Have courage – but above all else, we care for each other’s welfare and aspirations so you can expect to experience empathy and support throughout your journey with us.  We’re committed to creating an inclusive environment that embraces diversity and fosters the development of knowledge, skills, and experience, so all our people can thrive and prosper in their careers with us.

In the UK, our people practices have been awarded Gold status by Investors in People and we have a silver EcoVadis rating demonstrating our commitment to sustainability.

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