Vacancy: Customer Engagement Specialist

Vacancy: Customer Engagement Specialist Vacancy Ref: CES18 Date: 3rd January 2018 Contract: 37 hours per week permanent contract (Shift) Salary: £16,000 to £23,000 pa Reporting to: Service Operations Delivery Manager Location: Power NI - Antrim

Grow you career in a high energy environment, with a high performing team

Join us at Power NI, Northern Ireland’s leading energy company, serving half a million households and business across Northern Ireland, with 87% of our employees saying they are proud to work for Power NI!

We are looking for customer service experts to join our award winning Customer Engagement Team based in our newly refurbished Antrim offices. This is a dynamic evolving role so you must be flexible and adaptable to change.

And this is where we need your expertise…….. The ideal candidates will enjoy delivering great customer service, whilst managing a wide range of customer enquiries, primarily through telephone communication but also through other channels such as email, webchat, post and social media. If you can deliver exceptional customer care and like to be rewarded for your efforts, we would love you to apply.

What’s involved in the role?

 You will be the first point of contact for all queries, responding to and delivering a customer experience that is second to none

 Listen effectively and respond accordingly to our customer’s needs.

 Win and retain customers through your passion for great customer service.

 You will work alongside some of the industry’s best customer service advisers to achieve business performance targets ensuring the Power NI brand continues to grow

 Use Microsoft Office and Power NI’s Customer Care and Billing Systems to manage your workflow on a daily basis.

 Actively promote and establish payment schemes alongside our other Power NI products and services to match our customers’ needs

 Develop and maintain positive working relationships both internally and externally

 Carry out all duties in line with company policies, procedures and relevant industry guidelines.

Our aim is to develop great people with great skills, so if you are successful we offer an intensive induction and development programme which will ensure you have everything you need to be successful in the role and develop your career.

The Rewards A starting salary of £16,000 with a further £500 increase after probation, and again after 1 year’s service.  Bi- annual Performance related Bonus of £800 max.

 Annual Pay Reviews

 20-25 days holiday per year plus 11 statutory holidays and opportunity to ‘buy’ additional holidays

 Company Pension Scheme with an employer contribution of up to 6%

 Excellent opportunities for career progression and year-round learning and development courses

 Employee Assistance Programme

 Health Cash Plan

 Membership of Social Clubs

 Childcare Vouchers

 37 hour working week between 8am to 8pm Monday to Friday

 Free car parking

Assessment Centres will be held 12-16th February 2018 Please note that all initial correspondence in relation to this vacancy will be via email.

How to apply To apply for this position please email your CV (including your National Insurance Number) outlining how you meet each of the criteria above to [email protected] by Wednesday 31 January 2018.. Please also complete the attached Monitoring form (with National Insurance Number) and send to [email protected]. Applications will be considered incomplete if the monitoring form is not returned. Both emails should have the job title ‘Customer Engagement Specialist’ in the subject header. Please specify in your application your preference of work site i.e. Antrim or Omagh

PERSON SPECIFICATION Vacancy: Customer Engagement Specialist Vacancy Ref: CES18 ESSENTIAL DESIRABLE Knowledge and  5 GCSE’s (grade A-C to include Math and English) or equivalent OR  Previous experience of working in a Experience 3 GCSE’s (grade A-C to include maths and English) or equivalent and previous experience contact centre environment of working in a contact centre.

 Excellent verbal and written communication skills with an ability to build rapport with customers

 Team player as well as able to work on own initiative

 Strong IT Skills with a good working knowledge of MS Office Personal Qualities  Motivated and Enthusiastic

Competences Judgement and Decision Making  Makes good decisions based on information. Knows when to ask for assistance and when flexibility is needed. Receptive and adaptive to the need to change. Learns from experience.

Communication  Clearly communicates thoughts and information. Able to speak and write succinctly. Actively listens to others. Responds in an honest and timely manner. Empathizes with customers (internal and external) and is always courteous.

PEOPLE & TEAM DEVELOPMENT  Is committed to appropriate learning & personal growth and development.

Handles feedback constructively. Actively engages and works well with others.

TAKING OWNERSHIP  Takes ownership for business (customer) issues and ensures resolution. Seeks opportunities for feedback and improvement whist finding ways to be more effective.

DRIVE FOR RESULTS  Consistently delivers against targets. Able to operate effectively even when under pressure. Able to prioritize, consistently performs as expected. Has a sense of urgency.

MANAGING RELATIONS  Develops and maintains effective internal relationships. Co-operating well and sharing knowledge and experience with others. Able to respond and effectively engage with customers and suppliers whilst maintaining professional standards at all times.