Job Introduction
An opportunity has arisen for a Contact Centre Advisor in the Priority Services Register (PSR) team at Pegasus.
As one of our PSR Advisors you will play a key role in representing the Company positively at all times. The role involves speaking with elderly, vulnerable and bereaved customers and you will be required to deal with all these telephone calls in a professional, caring and empathetic manner.
The hours of work will cover the period from 8am - 7pm and will average 37 hours per week, Monday to Friday. You should be flexible to cover additional hours during emergency situations such as severe weather conditions and national emergencies.
As part of our hybrid working approach and in line with our policy, this role allows you to apply for a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.
- Please note the successful candidate may initially be appointed at a lower salary until all relevant courses and training are complete.
If you are offered a position, you will be required to complete and provide a satisfactory basic DBS check that shows any unspent convictions or conditional cautions.
As an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. We anonymise all jobs in our recruitment system, so we can eliminate unconscious bias and be a workplace that reflects the community we serve. Hiring managers only have access to necessary information after shortlisting has taken place and before interview so they can prepare.
Main Responsibilities
Duties will include:
- Contacting our customers who are on our register outlining the services we provide and also cleansing customer data
- Carrying out admin tasks for the Priority Services Register Team
- Assisting with inbound customer calls to provide advice and information to customers in order to resolve enquiries in relation to emergency and no supply calls.
- Responding to customer enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems
- Liaising with other departments within the Company in order to achieve the highest standards of customer service.
- Providing support to other functions as required.
- Other duties as appropriate to the grade in order to meet business requirements.
The Ideal Candidate
Successful candidates will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively with empathy. This combined with the commitment to follow enquiries through to completion, and to take personal responsibility for meeting customers’ expectations. In addition, you must be a good team player, with the ability to work accurately under pressure and to meet set targets.
About The Company
If this is your opportunity to join us, you’ll find we offer a supportive, rewarding and friendly working environment where you’ll be empowered to build a career. Along the way, you’ll be invested in, be enabled by the latest technology and find that we’re always interested in evolving our systems and processes so that we get even better, every day.
In return, you’ll enjoy a package of benefits designed to reward your hard work and incentivise your ambition. In addition to your competitive salary, we offer a competitive contributory pension scheme where the company will double match your pension contributions up to a maximum company contribution of 10%. You will also have access, subject to eligibility criteria, to join our annual Share Save plan.
You will receive a generous annual leave entitlement on joining, starting at 26 days rising to 28 days following 10 years’ service, plus 8 bank holidays. In addition, you will be able to access support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services.
Additional Application Information
Recruitment correspondence is usually sent by email, so please do check your email account including spam/junk folders regularly after the closing date.
To enhance your candidate experience, we recommend using Google Chrome to complete your online application. Should you have any questions regarding this or require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.uk
We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received. We recommend that you submit your application as soon as possible.
About Us
National Grid Electricity Distribution is the new name for Western Power Distribution. This is a very exciting time to be part of the largest UK electricity transmission and distribution business. We’ve changed our name, but our people and focus on providing great service to customers remains unchanged. We connect 8 million customers across the Midlands, South West England and South Wales and serve a population of over 18 million people. We do this whilst maintaining safety, reliability and excellent customer service.
National Grid employs over 29,000 people worldwide. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources which are renewable, low carbon, and improve efficiency to meet demand.
We are an equal opportunities employer. Our desire is to bring in more employees from diverse backgrounds to build further on our inclusive culture. We value and celebrate individual difference and we believe that an inclusive culture will help the business grow as a positive, strong and innovative company.
About our Contact Centre
24/7, 365 days a year, our Contact Centre team are here for our customers when they need to report a power cut or dangerous situation, to ask about a new supply or service alteration. The team here also manages our Priority Services register, which lists our most vulnerable customers. Whether customers call or send us a message via social media, we work together to ensure they enjoy the best possible experience. And that’s because we’re dedicated to ensuring they get the best customer service possible, while also maintaining our industry leading reputation. Most of the team here are made up of Contact Centre Advisors, but everyone gets to enjoy an innovative working environment and benefit from training that is second to none.
Training is designed to help you to get to know our business, taking you from knowledge of functions, faults and emergencies, to learning about our systems and the industry as a whole. You’ll benefit from both theoretical and practical training, all supported by your team and a dedicated buddy.
It’s a great place to get a good working knowledge of our operations and an excellent starting point for your career pathway in National Grid Electricity Distribution.