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About the Role
In this customer facing/operational role you will be responsible for the management of the change of customer process, ensuring all allocated sites have appropriate terms of supply and any changes are recorded accurately. Working as part of the Customer Data Change of Tenancy team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.
This is a Hybrid role assigned to our Leeds office where the successful candidate would be based two days a week. On offer is a competitive salary and benefits package and the chance to make a difference in the energy transition.
Key Responsibilities
- Managing Loss Notifications on a rota.
- Assisting the recoveries and collections team with Warrant chat on warrant days, validating leases.
- To investigate and identify potential change of customers and to process the setup of change of customers (CoC’s).
- Accurate and timely management of Customer Data Query tickets.
- To ensure all deemed and any other change to contracts are set up accurately and within agreed timescales.
- To ensure that all processes are operated in a timely and efficient manner in accordance with current business and industry practices. With a focus to provide excellent customer service at all times
- Ability to communicate effectively with customers, consultants and brokers as well as third party industry bodies, e.g. National Grid by phone and email.
- Adherence to internal processes and risk frameworks and an active involvement in identifying and implementing improvements.
- Ensure management and the team are kept up to date with issues and escalations are carried out in a timely manner. Provide detailed handovers to the team at every opportunity.
- To identify themes of process and system issues that are creating high volumes of queries
- To provide support to the Credit Control team to resolve disputes in a timely manner
- Support the team with team inbox on a rota.
Knowledge and skills:
- Excellent communication skills (including written and telephone skills).
- Verbal comprehension skills.
- Numerical skills.
- Microsoft Office proficient.
- Proven record of excellent customer service.
- Able to produce accurate work within tight deadlines.
- Organisational skills.
- Practical approach to problem solving.
- Ability to present information effectively.
- Understanding of the registration processes and interdependencies between Sales and Customer Services and interfacing departments.
Experience and qualifications
- Previous customer service experience
- Preferable experience of a customer setup role
- GCSE Maths Grade C (or equivalent) or above
- GCSE English Grade C (or equivalent) or above
Benefits we offer
- Flexible Working
- Bonus Programme
- Income Protection
- Highly Competitive Employer Pension Contribution
- Healthcare Cash Plan
- myENGIE discounts
- Diverse Employer
Equal Opportunity
We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes only. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.
