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 part time role working 25 hours per week. On offer is a salary of £16,380 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 hours of work are 9:30am - 2:30pm, Monday to Friday.
Please note - we will be looking to start candidates on the 19th January.
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.
Adhere 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.
Act in accordance with EQUANS’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all EQUANS policies, regulations, guidelines and procedures.
Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery.
On offer is a competitive salary and benefit package, which includes;
~24 days increasing to 25 days on completion of 2 years continuous service (+ public holidays) - Pro rata.
~ 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.
~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.
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.
Possesses a recognised Customer Service qualification e.g. Experience in providing help, advice and information in a customer service environment.
Experience of processing applications, gathering supporting documents and decision making.
Experience of financial and administrative routines.
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.
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.
In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.
Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.
We listen, support, and care for one another. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.
As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.
At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. 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 AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.