Customer Service Advisor

EQUANS are recruiting for a Customer Service Advisor to be based in Newcastle. This is a permanent full-time role working 37.5 hours per week. On offer is a salary of £26,277 and benefits package.

General Overview

Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries.  The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, clients and EQUANS. The post holder will be required to work flexibly with variable hours of work.

Key Accountabilities

• To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
• To provide advice and information on a range of services as required.
• Promotion of self – serve channels
• To receive, process and issue applications for services
• To signpost customers to other services and events
• To receive and process complaints, comments or suggestions ensuring these are  resolved, where possible, at first point of contact or escalate through agreed processes
• To process payments and maintain accurate records adhering to all financial and audit requirements.
• To adhere to established procedures for each service request. 
• Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
• Assisting in service development and continuous improvement projects and activities.
• Acting in accordance with EQUANS’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all EQUANS policies, regulations, guidelines and procedures.
• Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager
• Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery
• Be able to produce accurate and error free written responses
• Ensure behaviours are aligned with EQUANS’s core values and competencies

Specific Responsibilities/ tasks

• Relationship management:
• Promote a positive image of the Client, associated services and EQUANS

• Administrative and Financial management:
• Undertake day-to-day administrative, financial and support service routines as required

• Impact:
• Contributes to the delivery of excellent customer experience
• Contributes to the efficient delivery of services
• Contributes to growth opportunities and acts as an ambassador for Customer Service across the business 

• Support EQUANS by:
• Participating and contributing to new business opportunities
• Identifying and contributing to continuous service improvements
• Participate in Equans corporate social responsibility days

• This list is typical of the level of duties expected of the post holder.  It is not exhaustive, and other duties of a similar type and level will be required.

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

• Attractive Employee Referral Rewards Scheme 
• Access to our growing employee networks including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network 
• 24/7 Employee Assistance Program and access to mental wellbeing app 

Who are we looking for?

Qualifications or Required Experience:

Qualifications

Essential:

• Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability
• Good literacy, numeracy and ICT skills 

Desirable:

• Possesses a recognised Customer Service qualification e.g. NVQ, ICS

Experience

Essential:

• Experience in providing help, advice and information in a customer service environment
• Experience of gathering, organising and managing information
• Experience of working in a team and in a performance management culture
• Experience of working with a wide range of ICT systems including Microsoft Office

Desirable:

• Experience of payment routines and financial systems
• Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management

• Experience of processing applications, gathering supporting documents and decision making
• Experience of working across different channels e.g. telephone and face to face
• Experience of supporting project work, activities and continuous improvement

Roles and Behaviours

Essential:                                                                            

• Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service
• Ability to work as part of a team and/or work unsupervised as required
• Ability to work consistently in an enthusiastic and professional manner.
• Ability to stay calm under pressure
• Delivers excellent Customer Service in line with standards and expectations in line with North Tyneside Council’s Customer Promise
• Positive attitude to challenges and change
• Excellent communicator both written and verbal
• Commitment to equal opportunities and anti-discrimination policies

Key Attributes

• Team Player
• Positive can do attitude
• Enjoy working with Customers
• Self disciplined/methodical in their approach
• Good level of interpersonal skills i.e. listening, empathy, understanding
• Attention to detail
• Confident and able to communicate effectively
• Ability to multitask
• Self motivated
• Enthusiastic
• Self Motivated

Who are we?

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans, we’re committed to building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence – empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third-party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer-focused way, helping us ensure the right checks are completed from the start of the application journey.”

We are Disability Confident Level 2 members, and we offer the Guaranteed Interview Scheme as part of this commitment. Where feasible, if a candidate applies under the Disability Confident Scheme and they meet all of the essential criteria, we will offer an interview.  To find out more about this scheme please click here.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Manager