Description

Location: Portsmouth

Salary: £24.8k – £29k per annum (Dependent on skills & qualifications)

Perks & Benefits: Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

Reference: REQ4532

We are looking for….

Working with our Customer Experience team, you’ll be responsible for in person customer engagement in communities, before, during and after planned works. You’ll work alongside our operational teams to identify any customers that require extra help as we go about our works and put plans in place to ensure any potential disruption is minimised.

Through identifying customers in vulnerable situations within our community you’ll have the opportunity to provide extra help services designed to support our customers to stay safe and warm at home. This could be through the provision of SGNs Additional Services or through connecting eligible customers into trusted partner organisations that address their specific customer needs.

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you’re supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

  • Being responsible for providing proactive front-line customer engagement for vulnerable or at-risk customers as part of our planned work to ensure that their needs are identified, and reasonable provisions are put in place along agreed customer journeys from notification to work completion.
  • Supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to help customers in vulnerable situations use energy safely, efficiently, and affordably.
  • Identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help them use energy safely, efficiently, and affordably, including advice on resilience to utility outages.
  • Working alongside our operational and customer experience teams to support the implementation of initiatives that help customer-facing teams ‘never walk away from a customer in need’ through promotion and feedback.
  • Collaborating with our operational and customer experience teams to look for opportunities to improve customer experience and reduce customer complaints by sharing customer feedback and insights.
  • Supporting our customer service and operational teams with customer welfare support where required during gas emergencies, both during working hours and via the regional standby rota.

What you’ll need

We’re looking for a blend of skills and attributes that make you a great fit for this role. If you don’t tick every box, don’t worry – we provide tailored learning and development programs to help you grow and succeed with us.

  • We are looking for someone with experience in delivering great customer service, providing advice services and energy efficiency, so a NVQ, City and Guilds or equivalent experience in Advice & Guidance, Customer Service and / or Energy Efficiency would be preferential
  • Excellent communication skills – these are essential to the role to ensure customers value and get the best outcomes from the support services provided
  • Excellent team working skills – building impactful and trusted working relationships are essential to support customer action plans are successful
  • Drive to deliver great customer and partner experience, working well with people to deliver sector leading performance
  • Strong IT and written skills – the role will require reporting and on occasion written communications with customers and colleagues
  • Strong ethical standards and the ability to confidently work autonomously and collaboratively within our team
  • Successful applicants will learn and become an expert in customer information related to GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services (level 3) and Customer Enquiries / Complaints
  • Holds a UK driving licence as significant travel is required in the role, driving one of our safe and warm vehicles.

Why SGN?

SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. Join us in making a real difference—today and for the future.