Contact Centre Advisor

Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career!

We are seeking passionate customer service professionals to join our award-winning multi-channel contact centre. The team have just relocated to a state-of-the-art, fully refurbished office at Sunderland Riverside, offering a modern and dynamic working environment.

This is an exciting opportunity to join a forward-thinking organisation powering 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and Northern Lincolnshire. Northern Powergrid is committed to creating a greener energy system, while delivering exceptional customer experiences and setting new standards within the energy sector.

We are on the look out for customer-centric professionals committed to delivering exceptional ""10 out of 10"" service in every interaction. Candidates will embody a ""Customer First"" mindset, providing quality and professional service while balancing the importance of both process and outcome. We value customer service skills, which may be gained from diverse backgrounds such as retail, hospitality, contact centres, or any customer-facing role. Your ability to create positive experiences and resolve issues effectively is key to your success.

As a Contact Centre Advisor, you'll be at the heart of operations, across multiple channels. You'll handle enquiries, resolve issues, and ensure every customer interaction counts.

If you're enthusiastic about delivering exceptional customer experiences and want to make a real difference in customers' lives, we want to hear from you!

We're excited to hear from candidates with a passion for our company, the industry and a desire to succeed!

Join Northern Powergrid in powering communities, supporting the transition to net-zero emissions, energising your career and being part of a team that makes a real difference every day.

Ready to electrify your career? Apply now and help us deliver the Power of 10!

• Delivering excellent customer experience in line with the company's Quality Framework
• Act as the primary point of contact for our customers, providing advice and guidance through a variety of multichannel communication; primarily telephone, but also including email, SMS text, social media, and webchat.
• Take ownership of all contacts, including enquiries and complaints, and use initiative to develop practical solutions to resolve customer enquiries.
• Input quality and accurate information into core IT systems, to enable colleagues to respond to our customers with a resolution and in a timely manner.
• Liaise with internal departments and external companies to ensure a seamless and consistent service for our customers

What you'll bring

• 5 GCSEs or equivalent
• A genuine attitude to change in a fast-moving environment
• Strong customer service skills
• Attention to detail
• Confident in handling a wide range of contacts, with a focus on delivering a high standard of customer experience
• IT literacy with a good working knowledge of Microsoft Office packages