Customer Service Advisor

As a valued member of our Customer Service team, you play an integral role in delivering exceptional service to our customers. This job description outlines your responsibilities and the expectations as a Customer Service Advisor.

As a Customer Service Advisor, you are a vital part of our commitment to exceptional customer service. Your ability to handle a wide range of inquiries, your dedication to continuous improvement, and your customer-centric approach are invaluable to our success. We appreciate your hard work and dedication to delivering the best service to our customers. Your role is pivotal in ensuring our customers' satisfaction and providing them with the support they need in every circumstance. Every interaction counts, and your contributions are vital to our continued success.

Customer Centric Approach
 
At Guernsey Electricity, we put our customers at the heart of everything we do.  Your role is critical in delivering the highest leave of service to our valued customers. You are responsible to ensuring that we meet and exceed our customer’s expectations.  Every interaction, whether during and emergency or a routine inquiry, matters greatly.   

End to End Contract Management

In this role, you will do your utmost to ensure end to end management and accountability for resolving any type of contact you receive in this department.  You are in control of your own performance, and you are expected to reach suitable outcomes based on each customers individual circumstances, recognising that each customer is unique.  We strive to achieve department wide targets by working collaboratively together.

Supporting Continuous Improvement:

Our Company is committed to constantly improving our processes and systems to better support our customers.  As a Customer Service Advisor, you will be expected to actively participate in this transition and contribute to the business’ ongoing improvement efforts and projects. Process Improvements: Suggest process improvements and contribute to the optimisation of customer service and back-office workflow process.  

• Provide prompt, courteous, and knowledgeable assistance to our customers via inbound and outbound calls, emails, web forms, and in-person at the reception desk. 
• Handle a diverse range of inquiries, including billing, payments, offering energy-saving advice, assisting with power outages, and supporting customers who are moving home or service changes to name a few! 
• Data Entry: Ensure accurate data entry for maintaining customer records, processing service requests, and managing billing information. 
• Billing and Invoicing: Resolve billing discrepancies relating to customer statements.
• Account Management: Handle administrative tasks related to customer accounts, such as setting up new accounts and updating contact information. 
• Meter Readings: All meter related activities, ensuring timely and accurate data collection for billing purposes. 
• Documentation and Record Keeping: Maintain organised records of customer interactions, service requests, and important documents for quick reference and audits.  
• Financial Transactions: Process payments, refunds, and adjustments, and reconcile accounts. 
• Database Maintenance: Regularly update customer databases to enhance data accuracy and streamline operations. 
• Energy Consumption Analysis: Assist in analysing energy consumption patterns for customers and provide insights on potential savings. 
• Cross-Training: Engage in ongoing cross-training to cover for colleagues and provide support during peak workloads. ·         Emergency Response Coordination: Collaborate with field teams and emergency responders during outages or service disruptions, ensuring timely communication with affected customers. 
• To provide a quick and professional switchboard function to the business. 

• Resilience and high energy are essential for dealing with a variety of customer enquiries every day.
• Adaptability to manage change in an ever-evolving energy market.
• Strong time management and organisational skills to handle customer cases.
• Agility and ownership skills to thrive in a fast-paced, and at times, high-pressure environment.
• Excellent written and verbal communication skills.
• Digital proficiency as you will work across multiple complex systems.
• A focus on providing the right solution first time to meet our promises to customers.
• The ability to suggest process improvements to the business.
  
  

Now is an exciting time to join Guernsey Electricity and you can play a critical role in helping Islanders transition to a more sustainable future.