Customer Care Coordinator

Job reference: 000805

Location: Salford/Preston

Closing date: 06/12/2021

Salary: £27,687.24 - £32,477.88

Employment type: Permanent

Department: Customer - Contact Centre

Hours per week: 37

Would you like to join us on our journey? where striving for zero carbon isn’t just aspirational but a reality as part of our ‘Leading the North West to Zero Carbon’.

At Electricity North West, we thrive on being part of a customer focused team that likes to put their people first. We are committed to building our teams to represent the local communities we serve and promoting the importance of inclusivity at work. Our aim is to always encourage, support and develop our people to ensure everyone reaches their full potential.

We have an exciting opportunity for a Customer Care Coordinator to join our Domestic Connections Team; this role can be based in Salford or Preston.


The role of the Customer Care Coordinator is to deliver a first class seamless Customer Experience.  Providing expert advice and guidance throughout the journey, being that one point of contact for the customer and wherever possible owing the end to end experience.

You will be proactive in delivering a first-class service to all customers ensuring that they receive an excellent experience throughout the connections journey, while managing high volumes of inbound calls and emails to the Business Support function.

You will utilise your excellent communication and influencing skills to triage, determine needs and coordinate all activities through to the customer project closure. You will act as the main point of contact throughout the delivery of connections work and ensure all customers receive a close out call post completion.

The Customer Care Coordinator will manage informal and complex customer complaints through to resolution in line with the complaints procedure and our regulatory requirements. You will also support the design team where re-designs are required due to changing customer requirements.


  • Have proven experience delivering excellent customer service
  • Hold a minimum of NVQ level 2 in Customer Service or the equivalent.
  • Be proficient in use of SAP, SAP Portal & MS Office specifically Outlook and Excel
  • Have exceptional communications skills both written and verbal
  • Experience in challenging for continuous improvement
  • Influencing skills
  • Demonstrate resilience with the ability to work under pressure
  • Have a keen eye for detail and the ability to work accurately and maintain data integrity
  • Have excellent time management skills
  • Commercial awareness
  • Flexible, adaptable and organised
  • Proven ability to work within an effective team

A full role profile is available from


The opportunity to work for a dynamic and innovative organisation. A competitive salary (depending on skills and experience) plus an attractive benefits package including, bonus scheme, 25 days annual leave, staff healthcare, contributory pension scheme with employer contributions of up to 14%, plus many areas for professional development.

If successful in your application, we will require additional information in order to complete a number of pre-employment checks before the offer can become unconditional. Any unconditional offer of employment with Electricity North West is subject to satisfactory checks.

We would encourage you to submit an early application as we reserve the right to close this vacancy early.


The closing date for this job has now passed.