Customer Services Advisor

EDF Energy is a core part of the EDF Group and is one of the largest energy companies in Europe with key business operations inFrance, theUK,GermanyandItaly. In theUKwe have approximately 15,000 employees. We are theUKs leading generator and supplier of low carbon energy. We produce about one-fifth of the nations electricity from our nuclear, coal and gas power stations, wind farms, and combined heat and power plants. We have a focus on safe, dependable energy generation and an ethos of service excellence. We intend to play a leading role in new nuclear build in theUKand secure a bright future for the combined business and its employees.

To support the business in delivering our customer commitments by providing effective resolution to customer queries about their energy accounts in an effective, efficient and courteous manner. Provide guidance and support on a range of company products and services, predominantly by telephone, within a contact centre environment.

Due to the nature of the role and the complexity of our enquiries, we are looking for suitable candidates with a proven track record within Customer Services in a Contact Centre environment, whereby the role will require you to:

Provide first class customer service by telephone and written correspondence to ensure first contact resolution wherever possible.

Take ownership of queries, concerns or complaints to ensure they are accurately recorded and are resolved as effectively as possible within targeted timeframes.

Ensure work is carried out within the regulatory framework focusing on quality and compliance to deliver on customer expectations.

Successfully work towards individual, team and business targets, with a strong focus on achieving objectives and deadlines through effective planning and taking responsibility for evaluating own performance.

Regularly update own knowledge of workflows and processes. Including u ndertaking or assisting with training, system and process change as necessary.

Identify opportunities to grow the business by recognising products or services available to enhance the customers current service whilst following quality and compliance guidelines.

To carry out any other reasonable requests made by the team manager or any other employee with responsibility for your working practices or development.

To uphold all aspects of the EDF Energy vision, ambitions and culture e.g. safety, trust, excellent performance, integrity, one team

High Performing People - An enthusiastic, flexible and motivated outlook is essential.

Interpersonal Effectiveness - Ability to demonstrate listening skills, empathy and respect towards customers and colleagues. Understand the needs of the customer whilst considering the needs of the company. Always act with integrity.

Customer Focus - Focus on the needs of the customer and take ownership of customer enquiries. Display a professional approach to customer service at all times.

Achieving Results - Self motivated and takes responsibility for personal performance and achievement of targets. Demonstrate attention to detail and ability to prioritise and manage time effectively.

Communication and influence - Ability to communicate effectively face to face, over the phone and in writing.

Resilience - Able to handle difficult objections, criticisms or complaints objectively in a confident and calm manner.

Change and innovation - Take an open minded approach to change within the workplace. Display adaptability in an ever changing environment.

Good general level of education including Maths and English Computer Skills are essential

Salary: Final Salary Pension. Date posted: 17/09/2013