Description
Come and join us at the Powerhouse Could you be our next Support Counter Assistant?
We are looking for someone to provide first line support to customers returning faulty goods and those who require advice on the service desk.
Liaise with suppliers or repair agents to return faulty goods.
Key Responsibilities
Customer Experience
* Interact with customers as they return faulty and unwanted products
* Update customers regularly with progress reports.
* Deal with first line customer complaints and escalate more serious complaints to your line managers
* Respond to customer and internal emails.
* Ensure high levels of customer satisfaction through excellent customer service
* Act in a professional and reliable manner
Manage your own training and development plan
Administer CRM Interactions
* Create, manage and close CRM cases.
* Escalate exceptional cases to the retail management team.
* Provide feedback on CRM cases to the retail management team.
* Administer the Return of Faulty Products
* Process credit memo's and replacement invoices
* Process faulty goods in line with company procedures.
Test products for faults
* Liaise with suppliers and service agents.
* Provide return instructions to the stores function.
* Chase suppliers for outstanding repairs.
* Provide feedback to the service manager on supplier return processes.
Skills, Knowledge & Expertise
* Good IT skills including word, excel & outlook.
* Excellent customer care skills.
* Excellent team working skills.
* Methodical approach to work.
* Good attention to detail.
* Good organisational skills.
* Good skills in verbal and written communication
Job Benefits
At Jersey Electricity we provide a complete benefit package to ensure all elements of your wellbeing are supported. Financial benefits include free onsite parking, discounted electricity rates, discount within our Powerhouse shop, competitive above living wage salaries combined with an attractive pension.
Your physical and mental wellbeing are supported with subsidised onsite yoga, subsidised Active card membership, free weekly fruit, and onsite trained Mental Health First Aiders.
We are family-friendly, believe in life work blend and strive to give you everything you need to both love your job, do excellent work, and enjoy your free time with family and friends.
About Jersey Electricity
Jersey Electricity's purpose is to 'enable life's essentials' by providing the people of Jersey with secure, reliable, affordable, and sustainable electricity today and long into the future.
Jersey Electricity's Vision:
Jersey Electricity's vision is to "inspire a Zero-Carbon future" by being the energy partner of choice whilst working to six strategy pillars of that vision:
JE 6 strategic pillars:
1. Digital Enhancement and Innovation – over the next 3 years JE will continue to develop robust and scalable digital platforms, seeking innovation in smart enabled technology and to, where appropriate, commercialise its innovation.
2. Customer –to increase JE's customer experience maturity, to better understand customers' existing and future needs and wants, as well as provide exceptional service around its offers.
3. Energy Sourcing and Supply – prepare for a new supply contract, considering transitional requirements, to reduce cost and market risks for customers as well as considering the future role of offshore wind in the energy mix.
4. Future Proof the JE Business Model – continue delivering good operational performance across all businesses within the Group. Ensuring JE delivers infrastructure requirements for today, and in readiness for the future, whilst creating resource capability and capacity for CNR delivery.
5. Island-wide Electrification and Decarbonization – continue to develop new products in heat and mobility which support the CNR, customers in energy efficiency and facilitate the development of solar and offshore wind propositions with the Government of Jersey.
6. Great Employer – continue to recruit and develop talent, improve JE climate and engagement in becoming the employer of choice in and beyond Jersey.
We are an engaged and focused workforce, committed to ensuring we "keep the lights on" across the island and explore new ways of providing energy and related services to islanders. Working at Jersey Electricity means you are part of an inclusive team of nearly 400 diverse employees across a number of business sectors from the distribution of energy to Retail and Commercial services.
We have made a positive commitment to employing disabled people. Reasonable adjustments will be made to the recruitment procedure as required in consultation with the applicant to ensure no-one is disadvantaged because of their disability. All disabled applicants who meet the minimum criteria for the role as set out in the role profile will be guaranteed an interview.
Whatever your role with us, you will find the support you need to develop in a long-term career and work with many long-serving employees to help us achieve our vision.
Being an employee of Jersey Electricity, you will:
* Share in the success of ground-breaking projects to electrify the island;
* Be part of a highly skilled and developing workforce;
* Participate in company-wide wellbeing initiatives;
* Develop both professionally and personally in a supportive environment;
* Benefit from a competitive rewards and compensation package;
* Help us develop our engaged, diverse and innovative workforce;
What our employees say:
"The employees, and the support from colleagues who I work with on a day to day basis, are helpful and friendly making it an attractive place to work"
"Great team with a manager who understands outside life and flexibility when needed"
"Real sense of purpose to enable life's essentials in Jersey - and real ability to make a difference to support a low carbon world"
"I think JE is a great place to work with fantastic people, variety of career opportunities, lots of challenges and great values"
"It's a really good company to work for, highly recommended to anyone to join Jersey Electricity"
"It's a great team with some really kind people who will often go the extra mile. Also great to work somewhere that is so crucial to island life and knowing that if we do our jobs well it benefits everyone"