Customer Services Advisor

Working in partnership with North Tyneside Council, EQUANS is looking for a Customer Service Advisor to join our team based in Killingworth, Newcastle on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary of £23,400 per annum and benefits package. 

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.

What will you deliver? 

• • Effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
  • Provide advice and information on a range of services as required.
  • Promotion of self – serve channels.
  • Receive, process and issue applications for services.
  • Signpost customers to other services and events.
  • Receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes.
  • Process payments, be responsible for cash handling and maintaining accurate records adhering to all financial and audit requirements. 
  • 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. 
  • Assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function.
  • Assist 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.
  • Able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery. 
  • Able to produce accurate and error free written responses.
  • Ensure behaviours are aligned with EQUANS’s core values and competencies.

What can we offer you? 

On offer is a salary of £23,400 per annum and benefits package, which includes; 

• • 24 days annual leave (+ public holidays) – Pro rata for PT employee’s. 
  • Life Cover equivalent to 1.5 times annual salary.
  • Employee discount shopping schemes on major brands and retailers.
  • Gym membership discounts.
  • Cycle to work scheme.
  • Holiday purchase scheme.
  • 2 corporate social responsibility days per year.
  • 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.
  • 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for? 

• • Experience in providing help, advice and information in a customer service environment would be an advantage. 
  • Experience of processing applications, gathering supporting documents and decision making.
  • Experience of working with a wide range of ICT systems including Microsoft Office.
  • Experience of working across different channels e.g. telephone and face to face.
  • Ability to work as part of a team and/or work unsupervised as required.
  • Ability to work consistently in an enthusiastic and professional manner. 
  • Positive attitude to challenges and change.
  • Excellent communicator both written and verbal.
  • Commitment to equal opportunities and anti-discrimination policies.
  • Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service.

This role includes a Basic DBS check therefore ability to pass is essential. 

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 delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.