Customer Advisor
Warrington

Job reference: 000895

Location: Warrington

Closing date: 03/02/2022

Salary: £20,774.87 plus shift pay

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 are currently recruiting multiple Customer Advisors to join our award winning Contact Centre based in Birchwood, Warrington.

  • Training start dates are 7.02.2022 and 07.03.22 (Training will be 3 weeks full time) 
  • Flexibility between 6am and midnight 7 days a week (normal working shifts are between 7am - 10pm) 
  • 8 weekly rota working 1 in 4 full weekends
  • Shift Pay for Fully Flex Agents is 10%​​​​​​​

​​​​​​​Full training is provided as we support you on your customer service journey with us. Lots of top tips and support recognise and adapt your approach that best supports our customers or colleagues around the business.

Our contact centre is currently based in Warrington and will move to Preston in 2023. We are championing hybrid working and this role also offers a combination of office working 2 days and home working 3 days per week.​​​​​​​

The Role:​​​​​​​

As a Customer Advisor you will be working as part of the power outage contact centre for the North West covering approximately 5 million customers. We pride ourselves on delivering exceptional customer service, every call will be varied and different depending on our customers needs.

During power cuts and storm incidents you will be working in a fast-paced environment handling inbound and outbound calls whilst providing all customers with a positive experience. Recording and processing a range of customer enquiries and complaints using our telephony and IT systems.

We are looking for people who are able to show understanding of customer issues through active listening skills, being able to glean all information required from the customers during what can be a stressful/dangerous situation, ensuring  a high level of customer service at all times.

What we are looking for:

  • Excellent listening and communication skills (essential);
  • Previous contact centre experience (desirable);
  • Able to work independently (essential)
  • Use of Microsoft office (excel PowerPoint word etc) (desirable)​​​​
  • able to use a number of systems to obtain the correct data
  • To work in a 24/7, 365 day a year Contact centre
  • To be flexible in incidents and events outside the business control
  • To work as part of a team to drive customer satisfaction

A full role profile is available from careers@enwl.co.uk


What we are offering:

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, contributory pension scheme with employer contributions of up to 14%, plus fantastic opportunity for professional development.

​​​​​​​We are committed to creating a sense of belonging for our colleagues and truly reflecting the communities we serve.

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

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

 

The closing date for this job has now passed.

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