Customer Service Representative

ESP Utilities are currently looking to add to their growing team a number of talented people with experience working in Customer Service or Administrator roles.

This role is based in our Leatherhead office, and it is to help the continued relationships that we have with our customers during the build out of networks.

It is an exciting time to join us here at ESP as we go from strength to strength. Be part of a team and company that will allow you to grow and develop your career.

This role is a 3 month fixed term contract with a chance of converting into a permanent position. Our working hours are Monday – Friday 9am – 5pm.

Role responsibilities include:

• Handling customer inquiries via phone & email.
• Maintaining and updating customer records in our core system.
• Proactively calling vulnerable customers to support them in the event of power loss.
• Accurately logging all customer interactions.
• Liaising with sub-contractors and customers to arrange the delivery of sub contracted works.
• Coordinating compensation payments to customers who have experienced loss of power (inline with industry standards).
• Taking ownership of service-related issues and handling them in a confident and professional manner.
• Handling situations in a way that demonstrates empathy to customers in difficult situations.
• Assisting with preparation of regularly scheduled reports.
• Handle all enquiries in accordance with legislation, regulations and customer care standards.
• Provide administrative support to our customers through the asset adoption process.
• Designing and delivering robust Complaint Handling framework & training

Skills Needed:

• A good working knowledge of Microsoft Office (Word, Excel) is an advantage.
• Adaptability and multitasking capabilities in a fast-paced environment.
• Good attention to detail.
• Excellent communications skills.
• Experience in checking documents and accuracy of detail.

REF-229 678