Job Description

To provide the customer guidance with securing a new gas connection, alteration, or disconnection. Whilst providing excellent customer service across Sales Ordered Processing. The role holder will be accountable for ensuring adherence to standards and regulatory controls.
Your day to day duties will include:

• Deliver Quality work, concentrating on data accuracy and completion within a timely manner
• Contribute to the team delivery of excellent customer service, aim to understand the customers’ needs and the team impact to customer satisfaction scores in line with RIIO objectives
• Apply customer excellence techniques to handle all customer calls and provide a first call resolution. Deliver a complete resolution to all customer enquiries. Including taking responsibility for ongoing relationship management
• Work with others co-operatively and flexibly within a team to achieve the collective goal. Maintain excellent working relationships with the business, and immediate colleagues
• Demonstrate knowledge of all process streams within Sales Ordered Processing and aim to be cross-flexed in all
• Participation in shared team learning reviews and other continuous improvement forums to ensure that we are constantly improving the level of service we provide
• Ownership of their own technical and behavioral development plan
• Handling professionally the Initial customer enquiry about Gas Connection, alteration or disconnection
• Quotation of requested works
• Acceptance of terms and conditions and payment of works quoted
• Process adjustments to customer bills due to variations, deferrals, gestures of goodwill etc.
• Planning of accepted work
• Production of reports and interrogate findings
• Completion of planned work
• Relationship Management
• Customer Care
• Complaint Handling

Required Knowledge, Skills, and Abilities

Clear understanding of the Connections Process and Sales Ordering Processing’s impact on the wider department. Ability to plan your own workload and balance conflicting priorities with minimal real time supervision. A strong team player who is capable of building and maintaining working relationships inside and outside your team. Effective communication techniques, either over the phone or email. Experience of delivering excellent customer service and can demonstrate a strong customer focus and can actively listen to customers. You will have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation. Able to use appropriate questioning to identify exact customer needs and explain what is involved in the process and or their chosen option. Able to fulfil an account management role with our repeat (business to business customers). No formal qualification required, but equivalent GSCE grade C Math and English is preferred.