Your new company

Your new role

• Customer Contact and Service Delivery
  Handle inbound and outbound calls, emails, and prepayment faults, ensuring efficient and inclusive service delivery in line with ISO 22458 vulnerability awareness principles.
• Emergency Response
  Respond to gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS), collecting and validating incident details and initiating appropriate protocols.
• Complaints Handling
  Resolve customer complaints professionally, escalating to team leaders when necessary and ensuring accurate documentation.
• Asset Maintenance and Connection Planning
  Support the scheduling and coordination of asset maintenance and network connections, liaising with customers and field operatives, and managing documentation.
• Data Management and Administration
  Maintain and update customer records across multiple systems, process engineer documentation, and ensure data accuracy.
• General Administrative Support
  Book appointments, manage filing systems, and assist with team administrative tasks as required.
• Team Contribution
  Actively participate in team meetings, training, and development activities, contributing to Phoenix Energy’s corporate goals and values.
• Generic Accountabilities
  Promote effective working relationships, uphold health and safety and equal opportunities policies, and support continuous improvement through learning and development.

What you'll need to succeed

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
• At least two year’s experience working within a contact centre dealing with high volume telephone enquiries.

• Excellent IT skills.
• Ability to work as part of a team and on own initiative without supervision.
• Ability to multitask various activities.
• Excellent communication skills including a polite & friendly telephone manner.

• 1 years’ experience working with engineers and managing appointments using a diary system.
• At least one year’s administrative experience.
• Experience of updating high levels of data on a computer system.
• Experience of complaint handling.

What you'll get in return

• Permanent Role
• £24,753.50 per annum with 2 x 6-monthly increases
• 8.30am – 5pm Monday – Thursday, 8.30am – 4.30pm on Friday. (1 late night until 7pm per week)

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.