Customer Care Advisor
Be part of a dedicated team committed to delivering exceptional service to both internal and external customers at Northern Gas Networks (NGN).
Pay
Salary from £28,051 per annum, plus a bonus up to 5% of salary.
FTC 12 months, 40 hours per week.
Hybrid working – based at our offices in Doxford Park, Sunderland.
Responsibilities
* Take full ownership of enquiries from start to resolution, ensuring a positive customer experience and maintaining NGN’s reputation for outstanding service.
* Manage a wide range of queries from stakeholders, including gas users, suppliers, shippers, IGTs, local authorities, emergency services, and internal teams.
* Create and update jobs using SAP and CRM systems (prior experience with these or similar platforms is highly desirable).
* Handle complaints in line with regulatory requirements while supporting field operatives and their teams to maintain safety, efficiency, and customer satisfaction.
* Analyse data to make informed decisions and deliver effective solutions.
* Promote energy efficiency and provide customers with information on specialist organisations to support affordability.
Qualifications
* Strong interpersonal and communication skills, with the ability to work effectively both independently and as part of a team.
* Proven administrative experience and confidence in using initiative to handle varied situations.
* Proficiency in Microsoft Office applications; familiarity with SAP or similar systems is an advantage.
* Flexible and adaptable approach to working in a dynamic environment.
Benefits
* Salary from £28,051 per annum.
* Annual bonus up to 5% of salary.
* 25 days of annual leave, plus recognised bank holidays and 2 additional half‑days over the Christmas period.
* Occupational sick pay available after the first 2 calendar days of statutory sick pay.
* Generous stakeholder pension scheme, with company matching up to 10%.
* Flexible benefits and salary sacrifice options, including discounts on UK attractions, gym memberships, restaurants, experience days, and more.
* Family‑friendly policies, including up to 6 weeks of paternity leave and up to 6 months of full pay for eligible maternity leave, plus shared parental leave.
About NGN
NGN delivers gas to 2.7 million homes and businesses across the North East, Northern Cumbria, and much of Yorkshire, through a network of over 37,000 km of underground pipes. Serving both major cities and rural communities, we are committed to safety, reliability, and innovation. Our values – Trailblazing, Empowered, Heartfelt, Community Focused, Intellectually Curious, and Happy – shape everything we do. We champion equality, diversity, and inclusion, supporting initiatives through our colleague communities.
Next Steps
Apply by clicking ‘Apply’ and upload your CV. Highlight how your skills and experience align with the role. We aim to contact all applicants within one week of the closing date, with interviews expected at the beginning of December. Please contact our Recruitment Team at NGNCareers@northerngas.co.uk if you require adjustments during the recruitment process.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Consumer Services
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