Applications are invited for Contact Centre Advisors within the Priority Services Register (PSR) team based at Cardiff.
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 our elderly, vulnerable and bereaved customers both on inbound and outbound calls. You will be required to respond to calls in a professional, caring and empathetic manner.
The hours of work will cover the period from 8.00am - 7.00pm and will average 37 hours a week, Monday to Friday. You must also be flexible to cover additional hours during emergency situations.
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.
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.
About Us
We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.
National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. 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 that are renewable, low carbon, and improve efficiency to meet demand.
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.
Main Responsibilities
Contacting our customers who are on our register outlining the services we provide, giving reassurance and also cleansing customer data
Responding to customer inbound enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems
Carrying out administrative tasks for the PSR Team - for example sending out letters and updating records
Where necessary 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.
Liaising with other departments within the Company in order to achieve the highest standards of customer service
Providing support to other Operational functions as required and other duties as appropriate to the grade in order to meet business requirements.
The Ideal CandidateSuccessful candidates will have proven customer service experience and demonstrable experience of dealing with vulnerable customers. An excellent telephone manner, good keyboard skills and the ability to communicate effectively with compassion and patience. 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, self-motivated with the ability to work accurately under pressure and to meet set targets.
About The CompanyJoining the UK’s leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary, you will also benefit from:
26 days paid leave plus 8 bank holidays, up to 28 days with continuous service
Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
Annual Share Save plan
Contributory private healthcare scheme for you and your family
Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services
Free on-site parking at all our main sites
Things you need to know
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 applications 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 at interview stage. If you require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.uk
Recruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date.
We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received, so it would be best to apply as soon as you can.
