Customer Service Advisor

Customer Service Advisor

Location: Perth

Salary: £24.8k - £29k per annum (Dependent on skills & qualifications)

Perks & Benefits: Competitive pension scheme - Enhanced maternity/paternity pay - Life assurance - HolidayPlus - Cycle2work Scheme & more

Reference: REQ4337

We are looking for….

We are looking for a Customer Service Adviser to join our award-winning Customer Experience Team! As a Customer Service Advisor, you’ll be the first point of contact for our customers, supporting 5.9 million homes and businesses in the South of England and Scotland. Based in Perth, you’ll work closely with the wider team to deliver excellent service that keeps people safe and warm.

This fast-paced role requires a high level of resilience, adaptability, and an aim to 'get it right the first time’, with a strong focus on putting the customer at the heart of all you do.

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

• Delivering an excellent level of customer service and being dedicated to keeping our customers safe and warm.
• Working towards the key performance metrics of the department.
• Responding to customer contact across various channels, not just by telephone.
• Handling a variety of customer inquiries covering all areas of the business and workstreams.
• Ensuring we get it right the first time when a customer contacts us.
• Logging customer contact to better understand trends, patterns, and areas for improvement.
• Supporting our gas connections customers at the start of their journey by assisting with applications over the phone.
• Generating work order requests for engineer visits and updating the customer relationship management system.
• Achieving individual KPIs that contribute to the wider team and department goals.
• Liaising with operational teams and managers across different levels and business areas.
• Identifying customers who would benefit from the Priority Service Register and additional support services, ensuring they have access to the relevant services they need.
• Providing support during gas outages.
• Handling complaint calls and ensuring we do everything possible to support our customers by allocating them to the appropriate colleagues for resolution.

What you’ll need

We’re looking for a blend of skills and attributes that make you a great fit for this role. If you don’t tick every box, don’t worry - we provide tailored learning and development programs to help you grow and succeed with us.

• A passion for helping customers, recognising that no two customers are the same.
• The ability to communicate clearly and effectively with internal and external stakeholders and customers.
• Proven experience in managing customer expectations and solving problems.
• A neat and accurate working style, with the ability to multitask.
• Comfort in using multiple systems and competence in Microsoft software packages.
• The ability to work towards targets and clear objectives set by the department.
• A quick response to changing customer contact and expectations.
• A flexible and adaptable approach to working.
• Knowledge of digital customer interactions, which would be desirable but not essential.

Why SGN?

SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. Join us in making a real difference—today and for the future.