Overview
Temporary Contact Centre Advisor – Full Time
About us
We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.
National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.
About our Contact Centre
24/7, 365 days a year, our Contact Centre team are here for our customers whether they are calling us to report a power cut or dangerous situation, to ask about a new supply or service alteration or when we are calling them to give updates during a power cut. The team here also manages our Priority Services register, which lists our most vulnerable customers. If you are someone to whom showing genuine empathy, patience and understanding comes naturally you would be a great fit for our team.
Whether customers call or send us a message via social media, we work together to ensure they enjoy the best possible experience. And that’s because we’re dedicated to ensuring they get the best customer service possible, while also maintaining our industry leading reputation. Most of the team here are made up of Contact Centre Advisors, but everyone gets to enjoy an innovative working environment and benefit from training that is second to none.
Training is designed to help you to get to know our business, taking you from knowledge of functions, faults and emergencies, to learning about our systems and the industry as a whole benefiting from both theoretical and practical training.
Job Introduction
Applications are invited for full and part time Contact Centre Advisors (Shift) within the Contact Centre based at Lamby Way, Cardiff, these are temporary roles for up to a period of up to 12 months.
As one of our Contact Centre Advisors, you will play a key role in representing the Company positively at all times by handling all telephone calls (inbound & outbound), in a professional, courteous and empathetic manner.
Hours of work will average 37 hours per week. You will be required to work on an alternating shift rota that covers the hours of 6.00 am to 12.00 midnight, seven days a week including all bank holidays. You must therefore be flexible in being able to cover these hours to a specified rota, and respond during emergency situations such as severe weather conditions and national emergencies.
For the part time roles these will be working either of the following shift patterns:
Option 1 – Monday 17:00 – 23:00, Thursday 16:00 – 24:00 & Saturday 16:00 – 22:00
Option 2 – Monday 15:00 – 21:00, Wednesday 15:00 – 21:00 and Sunday 09:00 – 17:00
Option 3 – Two Week Rota
Week 1 Wednesday 15:00 – 22:00, Thursday 15:00 – 22:00 and Saturday 08:00 –15:00
Week 2 Wednesday 15:00 – 22:00, Thursday 15:00 – 22:00 and Friday 15:00 – 21:00
Option 4 – Monday 10:00 – 14:00, Tuesday 16:00 – 24:00 and Sunday 16:00 – 24:00
Option 5 – Thursday 10:00 – 16:00, Friday 13:00 – 21:00 and Sunday 08:00 – 13:00
There is an opportunity for hybrid working in this role but can only be considered once your initial training is complete and subject to business need.
If you are offered a position, you will be required to successfully complete a basic DBS check that shows any unspent convictions or conditional cautions.
Main Responsibilities
- Providing advice and information to customers in order to resolve enquiries in relation to emergency, no supply and general enquiries calls – both inbound and outbound calls.
- Responding to customer enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems (e.g. PowerOn, CROWN, ETC).
- Liaising with other departments within the Company in order to achieve the highest standards of customer service.
- Providing support to other Distribution functions as required.
- Other duties as appropriate to the grade in order to meet business requirements.
The Ideal Candidate
Successful candidates will have proven customer service experience and demonstrable experience of dealing with vulnerable customers. An excellent telephone manner, good keyboard skills and the ability to communicate effectively. This combined with the commitment to follow enquiries through to completion, and to take personal responsibility for meeting customers’ expectations.
In addition, you must be a good team player, with the ability to work accurately under pressure and to meet set targets.
Previous applicants that have applied in the last 3 months, need not apply on this occasion.
About the Company
If this is your opportunity to join us, you’ll find we offer a supportive, rewarding and friendly working environment where you’ll be empowered to build a career. Along the way, you’ll be invested in, be enabled by the latest technology and find that we’re always interested in evolving our systems and processes so that we get even better, every day.
In return, you’ll enjoy a package of benefits designed to reward your hard work and incentivise your ambition. In addition to your competitive salary, we offer a competitive contributory pension scheme where the company will double match your pension contributions up to a maximum company contribution of 10%. You will also have access, subject to eligibility criteria, to join our annual Share Save plan.
You will receive a generous annual leave entitlement on joining, starting at 26 days rising to 28 days following 10 years’ service, plus 8 bank holidays. In addition, you will be able to access support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services.
Additional Application Information
Recruitment correspondence is usually sent by email, so please do check your email account including spam/junk folders regularly after the closing date.
To enhance your candidate experience, we recommend using Google Chrome to complete your online application. Should you have any questions regarding this or require additional support to complete your online application, please contact us.
We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received. We recommend that you submit your application as soon as possible.
