Customer Experience Officer - Redcar, United Kingdom - Northern Gas Networks

Northern Gas Networks

Verified Company

Redcar, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

Customer Experience Officer

Starting salary from £24,745

Up to 5% bonus

Full time - 40 hours

Fixed term Contract 6 months (with possible extension)

Based in Redcar, North Yorkshire
We have exciting opportunity to join our Customer Experience & Stakeholder Team working on the
Redcar Hydrogen Community Project.

Due to expansion and prioritising our customers' needs we are looking for six new customer experience officers to join us at this exciting time.

In support of NetZero the Government is funding a trial to convert properties from natural gas to Hydrogen gas and later this year we will find out if Redcar is to be the chosen trial area.

The government has highlighted that the UK's hydrogen economy could be worth £900 million by 2030 and create as many as 9,000 jobs, so hydrogen could represent a great opportunity for Redcar and the local area.

Working within a small team you will be integral point of contact to the project team and the community including residents, businesses and landlords.

You will engage with customers face to face building trust and understanding about the project.

Working pro-actively this role will involve liaising with our delivery partners, community partners and other teams across NGN providing a great experience for customers.

As the project is in a trial period the contract for these roles is initially 6 months however we are hoping the project is approved soon (awaiting decision).

In this case we are then able to extend and offer longer term/perm contracts.

Key accountabilities

Be the main point of contact and communication route for customers at our dropin centre. They should be the point of contact and information hub for the Contact Centre, Local businesses, Local Councils and Gas Customers on the status of the project
Communicate with customers informing them of the pilot (e.g., its timelines, how customers may be affected), and assessing any special requirements for individuals i.e. vulnerable customers, access issues, holidays booked
Ensure achievement of all customers related Service Level Agreements
Act on customer feedback and provide information to the project team
Support delivery of public customer events
Support any business initiatives put in place to improve customer service
A degree of flexibility will be required on occasion to ensure customer contact can be maintained
Occasional Saturday working on a rota between the team

What we're looking for

A flexible team player and people person with excellent interpersonal and communication skills with the ability to tailor your approach to any level
Experience of building and effectively managing relationships with customers and stakeholders at all levels
Flexibility needed to conduct visits a driving licence is essential for this role
Good organisational skills to support and facilitate delivery of public events
A selfstarter with the ability to work independently or as a team
A great listener with the ability to be patient and empathetic
Exposure in dealing with difficult customers and complaints
Ability to translate complex project information to customers and how this affects them

Sound understanding of Microsoft Office (Word, Excel, Powerpoint)

Benefits

A starting salary of £24,74
Up to 5% Bonus
25 days annual leave (plus recognised bank holidays and 2 half days over the Christmas period)
SSP for first 7 calendar days then occupational sick pay
A generous stakeholder 5/10 pension scheme
Flexible benefits and salary sacrifice options... from discounts on a variety of UK attractions, gym membership, restaurant discounts, experience exclusive NGN discounts and much more
An array of fantastic family

- friendly policies such as 6 weeks' paternity leave (for eligible employees) and 6 months' full pay for employees on maternity leave (for eligible employees), as well as shared parental leave and many more

We are... Northern Gas Networks. We deliver gas to 2.7 million homes and businesses in the North East, Northern Cumbria and much of Yorkshire. That's around 6.7million individual customers. We don't generate or sell the gas, but we transport it to homes and businesses in our region through a vast network of underground pipes. In fact, we own and maintain more than 37,000km of gas pipes - enough to stretch from Leeds to Sydney and back again. We cover large cities like Newcastle, Sunderland, Leeds, York, Hull, and Bradford, and our work extends to rural areas like North Yorkshire and Cumbria. Our Values are at the heart of what we do. In addition to your key responsibilities, you will incorporate these into the daily life of your role. We areTrailblazing, Empowered, Heartfelt, Community Focused, Intellectually Curious and most of all we are Happy

Our
Equality, Diversity and Inclusion culture at NGN is embedded in everything that we do. We will be delighted to hear from a divers