Customer Service Administrator

Customer Service Administrator

Role Context

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:

• Be Excellent: We hold ourselves and others to account; we strive for continuous improvement; we simplify the complex and deliver quality
• Be Transparent: We are open and honest; we admit and learn from our mistakes; we are approachable and accessible
• Be Ambitious: We are committed to developing our people; we push the boundaries to grow our business; we are willing to learn and adapt
• 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
• 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

Key Accountabilities

The Customer Service Administrator's 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.

Person Specification

• Excellent communication skills across a variety of channels
• Full working knowledge of Microsoft Office
• Numeracy & grammatical skills
• Flexible & adaptable approach to working
• Accuracy & attention to detail
• Comfortable working in a team environment
• Strong organisational skills
• Experience of working in a KPI-driven environment

REF-213 580