Customer Care Advisor

Overview

Manage multi-channel customer enquiries and complaints, supporting vulnerable customers.

Key Responsibilities

• sap crm
• query management
• energy advice
• enquiry ownership
• data analysis
• complaint handling

Tasks

-Create and update jobs using SAP and CRM systems (prior experience with these or similar platforms is highly desirable) -Manage a wide range of queries from stakeholders including gas users, suppliers, shippers, IGTs, local authorities, emergency services, and internal teams -Promote energy efficiency and provide customers with information on specialist organisations to support affordability -Take full ownership of enquiries from start to resolution, ensuring a positive customer experience and upholding NGN’s reputation for outstanding service -Analyse data to make informed decisions and deliver effective solutions -Handle complaints in line with regulatory requirements while supporting field operatives and their teams to maintain safety, efficiency, and customer satisfaction

Requirements

• administrative
• microsoft office
• sap
• flexible
• communication
• teamwork

What You Bring

-Proven administrative experience and confidence in using initiative to handle varied situations -Proficient in Microsoft Office applications (familiarity with SAP or similar systems is an advantage) -Flexible and adaptable approach to working in a dynamic environment -Strong interpersonal and communication skills, with the ability to work effectively both independently and as part of a team

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Benefits

-Occupational sick pay available after the first 2 calendar days of statutory sick pay -Family-friendly policies, including up to 6 weeks of paternity leave and 6 months of full pay for maternity leave (for eligible employees), plus shared parental leave and more -25 days of annual leave, plus recognised bank holidays and 2 additional half-days over the Christmas period -Salary from £28,051 per annum -Generous stakeholder pension scheme, doubling your contribution, up to 10% -Flexible benefits and salary sacrifice options, including discounts on UK attractions, gym memberships, restaurants, experience days, and more -Annual bonus of up to 5%, recognising your contribution and performance

About Northern Gas Networks

-Provides natural gas distribution across the North of England. -Ensures reliability and safety in gas delivery as part of the UK’s regulated gas distribution sector. -Recent innovations include advanced monitoring technologies and eco-friendly solutions for improving gas network efficiency. -Typical projects include large-scale pipeline replacements, emergency gas leak repairs, and the development of smart infrastructure. -Works closely with local communities to ensure minimal disruption and provide transparent communication during projects. -Focuses on developing sustainable energy solutions and preparing its network for future energy transitions.

Sector Specialisms

Interview Process

-click ‘apply’ and upload cv. -ngn aims to contact all applicants within one week of the closing date. -interviews are expected to take place at the beginning of december.