Position: Customer Relations Advisor
Salary: GBP22178 - GBP29290 per annum
Ref: 524138_1592408555
Job Type: Permanent
Published On: 17/06/2020
Expiry Date: 15/07/2020
Contact Name: Jenna Jackson
Client: SSE plc

Base Location: Portsmouth

Salary: £22,178 - £29,290, depending on experience

Working Pattern: Permanent | Full Time | Flexible working options available

About the Department

Operations are responsible for keeping the lights on; we are at the front line on the Network. If we find a fault, it is our responsibility to respond to the fault, and dispatch our skilled teams to fix it as quickly as possible. We work in all hours, and through all weathers, ensuring our customers are never without power.

What is the Role

As Customer Relations Advisor, you'll be allocated your own cases for which you maintain responsibility including: making contact with the customer, conducting an investigation into their questions or concerns by checking systems and speaking to colleagues, ensure a thorough understanding of any issues and produce a coordinated company response. You will be expected to play an active role in helping identify solutions. Your communication with your customers should be professional, clear and jargon free, mindful of the terms of our complaints handling process, best practice and the regulators requirements. You will also be required on a regular basis to help out in every other department within the Customer Contact Centre.

Working Hours between 8am - 8pm Monday to Friday and 8am - 5pm Saturdays on a rota. There will be a requirement to be on standby 1 weekend out of 6 across the winter period.

What do I need?

We are looking for candidates with previous experience in a customer based role and a proven track record of delivering a first-class customer experience. You'll need excellent interpersonal skills, being able to build rapport and demonstrate empathy. You'll also need to be able to demonstrate clear, consistent and professional written and verbal communication skills.

This is a busy role in a fast-paced environment, it is essential you are able to effectively manage your time and be able to work under pressure with a variable workload. You will be required to take responsibility for continued future learning and share knowledge with the team. As a customer champion your passion for service excellence will ensure that our customers experience outstanding service and a rapid solution to any issues raised.

Our Benefits

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan and benefits package. Click here to find out what else is on offer.

Next Steps

All applications should be submitted online however to discuss any adjustments you may require submitting your application please get in touch. We'll let you know the outcome of your application after the closing date.

This vacancy is open to both internal and external candidates. Internal candidates - as a courtesy, please inform your manager prior to submitting an application for this role.

Please be aware if you are successful, you'll be required to complete our pre-employment screening process before joining SSE.

About SSE

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it'.

SSE is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.