Progress Reporter

Salary: £26,609 - £30,472 + 70% shift allowance + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Fixed Term Contract for 6 months & Fixed Term Contract for 12 months | Full Time - Shift work (4 week rota)

The progress reporters primary function is to make outbound calls to customers, manage their needs and expectations while supplying them with the latest fault information.

KEY ACCOUNTABLITIES

Making outbound calls to customers in an efficient professional manor using the 10 out of 10 call structures in place whilst keeping the customers welfare and safety at the forefront of their minds.
Identifying and highlighting safety concerns or network damage in an efficient, safe and calm manner.
Recognising support for vulnerable customers and providing additional support where required.
Recording and resolving complaints effectively with empathy and professionalism.

What do I need?

To be considered for this role, we would love you to have:

Previous experience in a customer focused role, preferably with experience working within a fast paced or contact centre environment.
A basic understanding of the Distribution Energy Sector would be a distinct advantage.
You will be required to communicate with a variety of different customers over the phone therefore excellent verbal communication skills are essential and excellent attention to detail to ensure we comply with the industry regulations placed on us.
You should be organised, flexible and self-motivated, with strong time management skills. This is a busy role therefore it is important that you can prioritise and coordinate tasks to meet customer needs.
You should be able to demonstrate the ability to work independently and within a team. You must have good computer skills and can multitask and think on your feet including the flexibility to support your colleagues, provide information to other teams and focus on delivery of customer service goals.