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The Role

The Customer Service Advisor is accountable for managing all customer telephone and email enquiries, resolving customer queries efficiently and providing a first class customer service experience. Queries will be resolved in first response where possible, but where a query is needed, this will be proactively managed and resolved within LASER’s Service Level Agreement (SLA) by using our industry expertise, internal and industry systems & contacts.

The Customer Service Advisor will work closely with the portfolio and billing leads for their set of customers to ensure that KPIs are met and exceeded in accordance to the customer SLA.

Key Duties

• Be responsible for answering customer enquiries via incoming calls and emails and resolving in a first time response where possible.
• Log all queries in GEMS that are unable to be resolved in first response. Follow the query best practice to successfully manage and resolve queries within the SLA timescale for each query type. Where another team is accountable for resolving a query, ensuring the necessary information is transferred to them fully and efficiently to allow them to promptly resolve the query.
• Challenge the status quo and work with the suppliers to explore and investigate all possible solutions to obtain a query resolution within SLA and best outcome for the customer. •Utilise the supplier working meetings to build rapport and relationships with suppliers and actively progress and resolve queries.
• Identify and assess customers’ needs and requirements to achieve satisfaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Be proficient with the Customers SLA and the understanding of both LASER and Customer responsibilities to ensure the service deliverables are met.
• Follow communication procedures, guidelines and processes to ensure you are providing consistent, concise and regular internal and customer communication.
• Handle customer complaints, provide appropriate solutions and alternatives and follow through to resolution.
• Work closely and proactively communicate with the billing lead and portfolio administrator to ensure that KPIs are achieved each month for your customers.
• Manage inbound written customer correspondence (for example, provision of meter readings).
• Develop a strong understanding of the Energy Industry and its processes to become an industry expert and trusted customer’s services advisor.
• Identify and put forward suggestions for process improvements across the team and LASER as a whole

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