Customer Communication Advisor

Salary: £14.35 – £15.78 per hour

At Electricity North West, we are on a journey to Net Zero and committed to changing and adapting to our customer’s needs, which is why we want the best people to come and join us.

We are currently recruiting Customer Communications Advisors to join our award-winning Contact Centre in Warrington, however we are pleased to announce the opening of our brand new, super modern office in Preston, where we will be moving in 2023.

We have 12 month fixed term role available with a potential of a permanent job.

We are championing hybrid working and this role offers a combination of office working 2 days and home working 3 days per week.

• Flexibility between 6am and midnight 7 days a week (normal working shifts are between 7am – 10pm) 
• 8 weekly rota working 1 in 4 full weekend – shift Pay: fully flex is 10%

Our aim is to always encourage, support and develop our people to ensure everyone reaches their full potential. Full training is provided to you as you begin your journey with us in providing first class customer service that best supports our customers or colleagues around the business.

Our Role

As a Customer Communications 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 first class customer service, every call will be varied and different depending on our customer’s needs. You will also manage ENWL’s social media channels, ensuring our customers enquiries are answered in a timely manner.

Your role is key to improving customer satisfaction by managing the day to day running of the customer journey to ensure we are delivering an excellent customer experience and complying with regulatory requirements, you will also be the point of contact link between the contact centre and our operational teams across the business.

During power cuts and storm incidents you will be working in a fast-paced environment handling inbound and outbound calls, collating information and processing a range of customer enquiries and complaints using our telephony and IT systems.

We are looking for people who are passionate about first class customer service during what can be a stressful/dangerous situation, ensuring a high level of customer service at all times.

What we are looking for

• Excellent communication skills (essential);
• Customer experience core skills, specifically communication techniques (essential);
• Previous contact centre experience (desirable);
• Ability to build trust, rapport and instil confidence;
• Able to work independently, making your own decisions where needed;
• Able to use Microsoft office – Excel, PowerPoint Word (essential);
• Able to use a number of IT systems to obtain the correct data;
• To work in a 24/7, 365 day a year Contact centre; 
• Flexibility in incidents and events outside the business control; 
• Work as part of a team to drive customer satisfaction.

What we are offering

The opportunity to work for a dynamic and innovative organisation. A competitive salary plus an attractive benefits package including bonus scheme, 10% shift allowance, 22 days annual leave rising with service up to 25 days, contributory pension scheme with employer contributions of up to 14%, plus fantastic opportunity for professional development.