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Customer Services Officer

  • Location:

    Newcastle upon Tyne

  • Sector:

    Professional Services

  • Job type:

    Contract

  • Salary:

    £9.00 - £10 per hour

  • Contact:

    Jordan Richards

  • Contact email:

    jrichards@aktonrecruitment.com

  • Job ref:

    11996872_1625496120

  • Published:

    20 days ago

  • Duration:

    3 Months

  • Expiry date:

    2021-08-04

  • Startdate:

    ASAP

Customer Services Officer


General Overview:

The primary accountability for this role will be to support our Facilities Management Helpdesk as a Customer Service Advisor, providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, email and other electronic channels. The post holder will be expected to provide excellent Customer Service to a range of internal and external customers, providing first contact resolution and taking ownership of customer's enquiries. The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, the SSC, clients and ENGIE. The post holder will be required to work flexibly with variable hours of work.

Primary Accountabilities and Deliverables:
* To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, email and digital methods.
* To provide advice and information on a range of services as required
* Promotion of self - serve channels
* To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes
* To adhere to established procedures for each service request.
* Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
* To assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function.
* Assisting in service development and continuous improvement projects and activities.
* Acting in accordance with ENGIE's Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies, regulations, guidelines and procedures.
* Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager
* Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery.
* Ensure behaviours are aligned with ENGIE's core values and competencies