I&C Client Support Advisor

ENGIE is a global leader in low-carbon energy supply and services. We have been active in the UK energy market for over 20 years, and our investments in energy infrastructure are focused on energy storage and renewable energy (solar, wind, biogas), whilst supplying energy to organisations of all sizes.

We are reshaping the energy future by reconciling economic performance with a positive impact on people and the planet, and we are looking for people who are committed to help turn our vision into reality.

About the role

The role holder will be responsible for the end to end management of Retail Ops processes for I&C customers from Customer Setup and Registration, to Metering, and through to Billing and Customer Service. Working as part of the I&C Client Support team, the role holder will become an expert in a minimum of two team processes and will ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.

Key responsibilities

• To manage a minimum of two team processes within the I&C specialist team ensuring that we adhere to team targets and SLAs.
• Provide regular progress updates to the Senior I&C Client Support Advisor and Team Leader ensuring all issues are escalated in a timely manner.
• Responsible for interfacing with key customers and partners within agreed SLAs and in line with regulation.
• Providing reporting updates and feedback to other Retail Ops teams ensuring overall Retail Ops targets are achieved.
• To keep customers and partners regularly informed of progress, with consistency in communications and adhering to our policies at all times
• To keep accurate, detailed and up to date notes, in all systems.
• To adhere to internal policies, risk frameworks, industry compliance and other requirements.
• To identify themes of process and system issues that are creating high volumes of queries, complaints, disputes and poor customer experience.
• To take actions, working with other teams / departments if necessary, to improve customer experience
• To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times
• To provide a seamless handover of information to other teams.

Skills & Experience

• Excellent communication skills (including written and telephone skills).
• Numerical skills.
• Microsoft Office proficient.
• Proven record of excellent customer service.
• Able to produce accurate work within tight deadlines.
• Proven organisational skills.
• Self-management.
• Results focus
• Drive to achieve continuous improvements
• Able to manage conflicting priorities
• Awareness of wider ENGIE business is desirable
• Passed probation period in current role within Retail Ops
• Previous knowledge of a Retail Ops process area

Qualifications

• GCSE Maths and English Grade C (or equivalent) or above
• Degree level (or equivalent), preferable

What benefits we offer?

Flexible Working

We understand the importance of work-life balance and recognise that everyone is striving to find the perfect one between work and home life. That's why we offer a hybrid working model that combines the convenience of remote work with the benefits of collaborating in a professional office environment. You'll have the flexibility to work from home part of the time, allowing you to optimise your productivity while enjoying a comfortable work setup.

Bonus Programme

We reward your hard work and dedication with a competitive bonus programme that recognises and values your contributions. Your efforts are appreciated and directly reflected in your financial rewards.

Life Assurance

We prioritise your peace of mind by offering life assurance coverage. You can feel confident knowing that your loved ones will be protected in the event of the unexpected.

Income Protection

Your financial security matters to us. Our income protection benefits ensure that you have a safety net in place, providing a valuable source of income if you're unable to work due to illness or injury.

Employer Pension Contribution

We invest in your future by contributing to your pension plan. You can enjoy the confidence and peace of mind that comes with knowing that you're building a solid foundation for your retirement.

Healthcare Cash Plan

Your well-being matters to us, which is why we provide a healthcare cash plan. You'll have access to a range of healthcare benefits, including reimbursement for medical expenses, dental and optical care, and more. Take care of yourself and your family's health without financial worries.

myENGIE

We offer a range of flexible benefits to employees alongside hundreds of retail and lifestyle discounts through myENGIE.

Diverse Employer

ENGIE’s purpose is to accelerate the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally friendly solutions, and we know that the most successful businesses are the most sustainable ones. Diversity, equity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent, bringing the best thinking to our business from inside and outside of our industry. Our ambition is to make sure everyone at ENGIE feels valued, respected and included. We know that diverse teams have more creativity, imagination, innovation and problem solving capabilities, so we are committed to tackling inequalities and creating a diverse and inclusive business.

Equal Opportunity

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes only. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.