Senior Customer Service Advisor - Glasgow, United Kingdom - OFGEM

OFGEM

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £23,450 - £32,320

National £23,450 £29,381 London £25,750 £32,320
Job grade:

Executive Officer

Level 1b
Contract type:
Permanent
Business area:
OFGEM
Eserve
Type of role:
Administration / Corporate Support
Operational Delivery
Working pattern:
Flexible working, Fulltime
Number of jobs available:
1Contents

Location

About the job

Benefits:

Things you need to know

Location

GlasgowAbout the job

Job summary:

Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe and environmentally sustainable energy supply.

We are playing a vital part in accelerating the transition to Net Zero and a carbon neutral energy system - a goal that everyone wants to achieve.

Whatever your role, you'll be playing your part in creating new energy solutions that are great for customers, and great for the environment.

It's important that you already have experience working within a customer service environment, including case management. Excellent written and verbal communication skills will help to ensure you provide a great service to stakeholders. You'll be a team player who has proven ability to meet Service Level Agreements and Key Performance Indicators. You'll be joining an experienced and supportive team, who will provide full training on complaint handling within Ofgem.

Ofgem is proud to be an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of open and fair competition, merit and business need.

Job description:

The purpose of this role is to contribute to the management of the complaints and disputes service. The role focuses specifically on the key outputs and deliverables below.

Key Responsibilities

Triage complaints and allocate to the appropriate team. Follow internal operating procedures to ensure all complaints are responded to within required timescales.
Interacting and communicating with current and potential participants in a clear and logical manner.
Accurately log all complaints and disputes and provide data to the teams as required.
Making recommendations to the Standard Operating Procedures to ensure robust and efficient processes.
Making a case for referral to the Fraud, Compliance and Audit Teams, where necessary

Key Outputs and Deliverables

Ensure complaints and disputes are acknowledged, logged and assigned in line with agreed procedures.
Collate information to assist with the investigation of complaints and disputes.
Review and analyse information provided from applicants.
Provide support on related issues across the team on an adhoc basis.

Key Stakeholder Relationships
In relation to day-to-day delivery, and operational scheme development:

Internal - Senior Management; IT; Fraud and Development teams

External -Scheme applicants and participants, consultants and trade associations

LI-AD1

Person specification:

The essential criteria for this role is:

Experience of working within a customer service environment. (
LEAD)
Experience in working within a case management environment.
Excellent written and verbal communication skills.
Proven ability to deliver operational processes and meet Service Level Agreements and Key Performance Indicators.
Demonstrable experience of working well in a team.
IT literate including Microsoft Office (Outlook, Word and Excel).

The desirable criteria for this role is:

Experience of handling complaints.
Experience of working on Microsoft dynamic software, particularly in relation to information processing.

Behaviours:

We'll assess you against these behaviours during the selection process:

Making Effective Decisions
Communicating and Influencing
Managing a Quality Service
Delivering at Pace

Technical skills:

We'll assess you against these technical skills during the selection process:

Benefits:

Ofgem can offer you a comprehensive and competitive benefits package which includes; up to 30 days annual leave. Excellent training and development opportunities. The opportunity to join the Civil Service pension arrangements which include a valuable range of benefits. Flexible working hours and family friendly policies. Interest free season ticket loan.

Things you need to know

Selection process details:

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

You will then be asked to provide a 1250 word 'personal statement' evidencing how you meet the essential and desirable skills and capabilities listed in the role profile.

Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the essential and desirable skills and capabilities

Feedback will only be provided if you atten