Experience:
No experience
Employment Type:
Full time
Posted:
8/16/2017
Job Category:
Customer Service
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Smart Meter Appointments Advisor
Sitel | Newcastle, California
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Job Description

About Us

Role Profile Summary

Job Title: Smart Metering Appointments Adviser

Salary: £7.05 - £7.50 (over 25’s)

Opening Hours: 08:00 to 20:00 Monday to Friday & 08:00 to 14:00 on Saturdays

Job Summary

The Role 

 

Smart Metering Appointments Advisors are responsible for delivering a high quality Customer Experience, through a combination of inbound and outbound dialling to SSE customers in order to arrange an appointment to have their Smart meter installed.  Customer service is at the heart of our values and is essential to building a long lasting relationship with customers.  You will be required to deliver a high standard of service based on a detailed knowledge and understanding of Smart Installation procedures and processes and also through the managing of customers’ expectations, and with a high level of professionalism. When escalating calls and queries, the situation will need to be clearly and quickly relayed.  You will support the business through ensuring all processes are adhered to and fully compliant.

The customer journey is broken in to three parts:

 

  • Welcoming and educating
  • Installing and delighting
  • Reassuring and reinforcing relationships

 

It will be the interaction customers have with our staff that will differentiate our client from its competitors and as a result a level of autonomy will be given to staff to enable them to listen and act on information captured from our customers during conversations rather than working from a script.

Benefits

  • 20 days holiday + statutory bank holidays
  • Excellent Career Opportunities & award winning training programmes
  • A fun working environment
  • Free NVQ’s onsite
  • Reduced Gym Membership
  • Eye Care Vouchers
  • Pension schemes
  • Corporate discounts
  • Childcare Vouchers
  • Free Fruit Mondays
  • Q card – offers discounts for various companies including retail, travel & hospitality

 

Primary Job Responsibilities

Knowledge, Skills and Experience

Business Knowledge

  • Familiar with Customer Service Systems and Processes, strong knowledge of customer care techniques and processes
  • Understanding of and commitment to company customer service objectives, targets and standards
  • Understanding of the utilities/metering business and/or Smart Meter Programme

 

Essential Functional / Technical Skills

  • PC literate, ability to navigate through various packages and is familiar with scrolling down, working between different screens to find information
  • Good standard of achievement at secondary education level, and/or relevant clerical experience at a similar level in a customer oriented organisation
  • Customer service orientation; committed to serving the customer and to achieve continually improving standards in a resource efficient manner and consistent with company standards.

 

Personal Attributes / Competencies

  • Passionate about delivering a positive customer experience and exceeding expectations
  • Creative and innovative
  • Pro-active, self-motivated, able to work using own initiative
  • Team player
  • Is prepared to go above and beyond at all times
  • Strong  attention to detail
  • Ability to thrive in a challenging environment and develop new skills
  • Ability to remain calm and focussed
  • Accurate, neat and effective completion of tasks; effective time management and organisation of physical workspace and papers, and attention to detail.
  • Is able to create natural conversations and make emotional connections
  • Resilient and able to take and act on constructive feedback
  • Commitment to continuous process improvement

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)