Trainee Customer Care Advisor

  • Job Reference: 00043000-1
  • Date Posted: 26 April 2024
  • Employer: Jersey Electricity
  • Location: Jersey
  • Salary: On Application
  • Sector: Administration, Customer Service
  • Job Type: Trainee

Job Description

Trainee Customer Care Advisor

Application Deadline: 23 June 2024

Department: Customer Care

Employment Type: Permanent - Full Time

Location: Jersey, Channel Islands

Reporting To: Fil Valente

Description

Jersey Electricity (JE) is on a mission to inspire a zero- carbon future and deliver outstanding customer experiences along the way, raising Industry standards. 
As we continue on this exciting journey, we're looking for an energetic, resilient, and compassionate individual to join our customer centric Customer Care team as a Customer Care Advisor.

You'll play a critical part in providing exceptional customer support through various channels, including phone, email, and face-to-face interactions.
Handling customer complaints and issues promptly and effectively is a key responsibility of the role, with a focus on achieving "first time every time" resolution. 
 
If you want to be part of a welcoming and supportive team, with a dedication and talent for providing exceptional customer service and assisting customers in becoming more energy efficient then we want to hear from you!
 
In addition to our attractive benefits package, we'll support your growth and development starting with full training for this role. 
 


Key Responsibilities

  •  Provide exceptional Quality Customer Support: 
    • Deliver outstanding customer support via phone, email, and face-to-face interactions,  including Smarter Living and Customer Care reception areas.
  • Stay Informed and Apply Knowledge: 
    • Keep abreast of JE tariffs, products, and best practices. 
    • Apply this knowledge to offer the best possible service to clients.
    •  Attend product and service training sessions as required.
  • Demonstrate Curiosity and Initiative: 
    • Foster a curious and creative mindset.
    • Take ownership of customer queries and proactively provide right-first-time solutions.
  • Escalate Complex Issues: 
    • Identify and escalate complex or unresolved issues to the appropriate department for further investigation, utilising CRM systems effectively.
  • Provide Accurate Information: 
    • Offer accurate information and assistance to customers regarding products, services, and policies 
    • Guide customers in resolving their issues effectively when necessary.
  • Resolve Complaints Efficiently: 
    • Handle customer complaints and issues efficiently and effectively. 
    • Strive for "first time, every time" resolution to enhance customer satisfaction.
  •  Proactively Make Recommendations: 
    •  Be proactive in identifying opportunities to improve customer or employee experiences. 
    • Make recommendations for enhancements as appropriate.
  • Support our customers when they most need it with emergency call handling and unscheduled operational events


Skills, Knowledge and Expertise

  • Customer service skills 
  • Effective communication skills - written and verbal  
  • Empathy and understanding with a genuine desire to help and resolve their issues 
  • Ability to work independently and efficiently 
  • Be able to work alone Knowledgeable  
  • Reliable  
  • Flexibility to work evening, weekend, and public holidays, when required 
  • Be confident in dealing with challenging circumstances  
  • Working collaboratively 
  • Effective organisational skills 
  • Proficiency in using customer related systems, CRM, Nav, Office 365 etc. would be desirable
  • Experience in a customer facing role would be preferable but not mandatory  
  • Experience in dealing with customer issues, decision making and constructively challenging the Status Quo'. 
  • Good standard of education up to A level standard. (desirable)
  • Good understanding of energy solutions products and services, and typical customer user issues/resolutions 


Benefits

At Jersey Electricity we provide a complete benefit package to ensure all elements of your wellbeing are supported. Financial benefits include free onsite parking, discounted electricity rates, discount within our Powerhouse shop, competitive above living wage salaries combined with an attractive
pension.

Your physical and mental wellbeing are supported with subsidised onsite yoga, subsidised Active card membership, free weekly fruit, and onsite trained Mental Health First Aiders.

We are family-friendly, believe in life work blend and strive to give you everything you need to both love your job, do excellent work, and enjoy your free time with family and friends.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sex, sexual orientation, gender re-assignment, pregnancy and maternity, age or disability status.