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Customer Enquiries Advisor

Employer
Undisclosed Company
Location
Houghton Le Spring, Tyne and Wear
Salary
£17495 - £19937 per annum
Closing date
18 Nov 2018

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At Npower, our customers are our most important stakeholders. We're looking for dedicated and professional Customer Enquiries Advisors who will ensure our customers are receiving the best level of service possible when dealing with us.

What to expect

You'll be investigating customer enquiries and providing an immediate response, with the ultimate goal of delivering an appropriate, accepted first contact resolution. Responding to each enquiry promptly and directly, you'll clarify customer needs and investigate issues, complaints, questions and queries, assuming direct responsibility with each customer you interact with.

An important part of your new role will also be the management and recording of your daily work. You'll be working with customer and company information, maintaining records on our IT systems and ensuring accurate and up-to-date information is held at all times. As you'll be handling confidential customer date, you'll need to fully understand company policy and local procedures, applying updates or changes to your working practices as required.

You'll also be required to provide updates on your performance levels to your People Manager, ensuring that performance standards are being met. The key focus for this role will be to provide the customer with a great experience, to resolve the customer's query, and to introduce value-add propositions to the customer, such as additional products or payment methods; as well as providing information on how the customer can self-serve through our digital channels.

About you

To succeed in your new role, you'll need to be a people person. You'll be dealing with a wide variety of customer enquiries, so outstanding customer service and communication skills are a must. You'll be capable of handling complaints and disputes, offering a fast resolution and ensuring our customers' experiences are always positive at each stage of the interaction.

You'll need to be organised and proactive, working with your People Manager to report any issues that are affecting the customer, as well as providing insight to your manager your own development and KPI achievement. You'll also need good IT skills, as you'll be accessing customer information and updating it throughout your working day.

Benefits

You'll join us as a Customer Enquiries Advisor on a competitive salary between £17,495 and £19,937 depending on experience and skills, which includes an unsociable hours allowance and commission scheme. Your working hours will be 12:00 to 20:00 from Monday to Friday, with an additional shift on one out of every three Saturdays. This additional shift is reimbursed with a day off in lieu during the week. You'll also have full access to Npower's excellent range of employee benefits, including many discounts and perks.

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