Customer Service Advisor

Coventry, West Midlands
Up to £9.15 per annum
01 Mar 2018
15 Mar 2018
Manpower UK
Job Type
E.ON Customer service advisor

A new and exciting opportunity has arisen for a Temporary Administrator based in westwood park, Coventry

Due to continued growth, E.ON is looking for an experienced customer service representative to join their Customer Operations, you'll initially work for Manpower on a temporary basis but there's opportunity to become an E.ON permanent employee.
E.ON is a great place to work; the culture is very open, people are genuinely helpful pulling together to help you succeed. There is some parking available on site.

In this role you'll also benefit from annual leave entitlement of 28 days a year pro rata for the first 12 weeks, and 34 days per annum thereafter (including bank holidays).

* Hourly rate £9.15 per hour
* Length of assignment: 6 months ongoing
* Hours: Full time - Monday - Friday - 08:00 - 20:00, maybe some weekends on a rota basis
* Annual leave entitlement of 28 days a year pro rata for the first 12 weeks, and 34 days per annum thereafter (including bank holidays)

Job Purpose:
To proactively manage a portfolio of Developer New connections customers including inbound call and email demand whilst ensure clean and timely handovers to new customers are processed

Work closely with field account manager to manage debt, maintain strong relationships with developers and identify opportunities to add value.

Job Dimensions

*Prioritising work as necessary each day to manage overall workloads and expectations

*To ensure the efficient registration of a developers building site and associated plots
*Handling complaints in a

*To ensure that all plots are correctly metered to reduce crossed meters

*Deliver compliant handover of an individual property from the developer to the new homeowner.

*Identify opportunities to add value to both customer and business

*Ensure that the developer's final bill is valid and collectable

*Work exceptions in line with agreed processes and time frames

*To chase for outstanding debt associated with final and quarterly bills sent to developers.

*To ensure the new homeowners account is set up correctly, inline with customer guides

*Ensure all work is delivered compliant to agreed standards

*Contribute towards the achievement of DNC overall business targets

*Internal and external stakeholder management with FAMs, Developers, end user customers, meter operators and distribution companies

*Receive and effectively manage incoming complaint related calls
*Review new complaints and effectively resolve issues/concerns over the telephone
*Fully investigate background of complaints
*Produce well written documentation relating to complaints
*Working closely with various departments within the business
*Manage and update information on computer systems

Key Accountabilities:

*Supporting developers from point of initial contact to final bill and payment.

*Handling inbound call and email demand from customers and internal collegaues.

*Making outbound calls and emails to support and proactively manage a portfolio of developers

*Chasing handovers details to ensure the new customers account is set up in a timely manner

*Collecting outstanding debt within 45 days of bill

*Obtaining site details, site plans, sales contacts, registration details, energy requirements and any information relating to the site from developer

*Validating information obtained using available information sources, both internal and external

*Identify potential problems with sites and registration and seek and implement a resolution.

*Create site details and register plots within ICE when all checks are completed and validated.

*Continuously monitor sites and validate any new information that may be received and update records.

*Arrange meter fit appointments as and when required by the developer, ensuring that services are installed prior to meter install date.

*Completing pre-job calls to check site readiness against agreed check lists.

*Challenging developer behaviours that cause failure, waste and poor end customer experience.

*Take ownership and resolve problems that may arise to ensure we are delivering an excellent service.

*Continually liaise with Field Account Managers to ensure we are delivering against agreed KPI's and delivering outstanding customers experiences for the shared portfolio of developers.

*Build strong relationships with internal and external stakeholders.

*Take responsibility for broadening own skill set to aid personal development

*Proactively maintain knowledge of the features and benefits of all EON products Offers and prices, whilst maintaining knowledge of competitor offers, market conditions and how these compare.

*Ensure all actions and behaviours treat our customers fairly and comply with regulations.

Key Skill Requirements:

*Excellent written and verbal communication skills

*Ability to manage own work loads

*Strong Team-player

*Self motivated and driven

*Passionate about delivering an excellent customer experience

*Knowledge of ICE, Word, Excel, Access and PowerPoint.

*Ability to interpret information and use effectively within an end to end process

*Good planning and organisational skills

*Prepared to take ownership of problems and see through to a resolution

*Ability to challenge practise, process and procedures and contribute to identifying solutions

About E.ON

Millions of people get their gas and electricity from E.ON at home and at work. That makes us one of the UK's top energy companies. With the energy industry evolving faster than ever, E.ON is leading the change.
They're always looking to help their customers - whether it's making bills simpler to understand or developing new apps to help them better control their usage. And its E.ON's people who are making it happen. They're a team that works together to come up with bright ideas.

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