Customer Service Specialist - Apprenticeship
| Posting date: | 15 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 15 May 2024 |
| Location: | Leatherhead, KT22 7BA |
| Company: | ESP Utilities Group Ltd |
| Job type: | Apprenticeship |
| Job reference: | 80 |
Summary
Job Advert
Customer Service Specialist - Apprenticeship
ESPUG’s drive to achieve Operational Excellence is dependent on three key areas:
1) The continued relationships that we have with our customers during the build out of networks under the asset adoption process
for both gas and electricity. This success is achieved, in part, through operational excellence across a number of administrative
functions (Customers).
2) Maintaining a strong reputation and brand, achieved through providing the best possible services to those households and
businesses connected to our networks (Consumers).
3) Ensuring ESPUG complies with the obligations of its Asset Management System (Asset Management).
This role will be part of a focused team that is committed to ensuring the administrative functions that support our
customer/operational responsibilities are completed to the highest possible standard, in line with ESPUG’s Service Level
Agreements (SLAs) and Key Performance Indicators (KPIs) and underpinned by our Values and Behaviours:
1. Be Excellent: We hold ourselves and others to account; we strive for continuous improvement; we simplify the complex and
deliver quality
2. Be Transparent: We are open and honest; we admit and learn from our mistakes; we are approachable and accessible
3. Be Ambitious: We are committed to developing our people; we push the boundaries to grow our business; we are willing to learn
and adapt
4. Be Respectful: We treat others with respect and professionalism; we are considerate of everyone’s workloads and priorities; we
provide a safe, supportive, and inclusive workplace
5. Be Collaborative: We share knowledge, are open to new ideas and welcome input from all; we work together as one team to
deliver success; we have fun and enjoy what we do
We are a business who care about the work we do, and the customers we support, and therefore we seek to find individuals with a
similar approach.
The Customer Service Specialists’ primary role is to deliver the administrative activity that supports our customer journey
responsibilities. These activities support the integrity of ESPUG’s asset adoption process and helps fulfils the needs of our
customers (B2B) who build the networks we adopt. In this role you will need to communicate effectively and build quality
relationships with our customers, service providers and consumers (end users connected to our networks).
Interaction and collaboration with all functions of ESPUG’s Operations department is a key aspect of the role, supporting the
department to fulfil the needs of our customers (B2B) who build the networks we adopt. You will also be expected to maintain
effective partnerships with other ESPUG departments and key external stakeholders.
Responsibilities
• Offering Vital Administrative Support including responding to customer queries, populating industry standard templates,
maintaining trackers, validating documentation in line with industry standards.
• Building Strong Relationships through effective communication with ESP’s customers and internal stakeholders across all
correspondence via email, telephone and meetings (virtual or otherwise). Striving towards ESP’s strategic goals and the ability to
go the extra mile to ensure a customer’s needs are met and exceeded.
• Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer
feedback on what needs to be done to maintain or improve performance as needed.
• Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify
areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
• Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that
effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
• Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the
office, striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
Customer Service Specialist - Apprenticeship
ESPUG’s drive to achieve Operational Excellence is dependent on three key areas:
1) The continued relationships that we have with our customers during the build out of networks under the asset adoption process
for both gas and electricity. This success is achieved, in part, through operational excellence across a number of administrative
functions (Customers).
2) Maintaining a strong reputation and brand, achieved through providing the best possible services to those households and
businesses connected to our networks (Consumers).
3) Ensuring ESPUG complies with the obligations of its Asset Management System (Asset Management).
This role will be part of a focused team that is committed to ensuring the administrative functions that support our
customer/operational responsibilities are completed to the highest possible standard, in line with ESPUG’s Service Level
Agreements (SLAs) and Key Performance Indicators (KPIs) and underpinned by our Values and Behaviours:
1. Be Excellent: We hold ourselves and others to account; we strive for continuous improvement; we simplify the complex and
deliver quality
2. Be Transparent: We are open and honest; we admit and learn from our mistakes; we are approachable and accessible
3. Be Ambitious: We are committed to developing our people; we push the boundaries to grow our business; we are willing to learn
and adapt
4. Be Respectful: We treat others with respect and professionalism; we are considerate of everyone’s workloads and priorities; we
provide a safe, supportive, and inclusive workplace
5. Be Collaborative: We share knowledge, are open to new ideas and welcome input from all; we work together as one team to
deliver success; we have fun and enjoy what we do
We are a business who care about the work we do, and the customers we support, and therefore we seek to find individuals with a
similar approach.
The Customer Service Specialists’ primary role is to deliver the administrative activity that supports our customer journey
responsibilities. These activities support the integrity of ESPUG’s asset adoption process and helps fulfils the needs of our
customers (B2B) who build the networks we adopt. In this role you will need to communicate effectively and build quality
relationships with our customers, service providers and consumers (end users connected to our networks).
Interaction and collaboration with all functions of ESPUG’s Operations department is a key aspect of the role, supporting the
department to fulfil the needs of our customers (B2B) who build the networks we adopt. You will also be expected to maintain
effective partnerships with other ESPUG departments and key external stakeholders.
Responsibilities
• Offering Vital Administrative Support including responding to customer queries, populating industry standard templates,
maintaining trackers, validating documentation in line with industry standards.
• Building Strong Relationships through effective communication with ESP’s customers and internal stakeholders across all
correspondence via email, telephone and meetings (virtual or otherwise). Striving towards ESP’s strategic goals and the ability to
go the extra mile to ensure a customer’s needs are met and exceeded.
• Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer
feedback on what needs to be done to maintain or improve performance as needed.
• Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify
areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
• Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that
effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
• Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the
office, striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.