Customer Care Representative

  • Full Time
  • UK

First Energy

Customer Care Representative

Great Yarmouth, UK

Full time, Temporary

Working hours: 40 hours, normally Monday to Friday, 8.00am to 5.00pm. There may be a requirement to work shifts between the hours of 8.00am and 8.00pm, as well as weekends.

Key relationships: Area manager, performance manager, site managers, operations teams, design/planning teams, Customer Care team, Customer Care Manager.

Job Role:

  • To act as an ambassador for our client in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work. In representing the company, the CCR is there to:
  • Present a professional, personable, and reassuring face to the business
  • Communicate directly with customers to inform, advise, and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them.
  • Support the operational teams in their communications with customers and others.
  • Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots.
  • Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers.
  • Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints.

Job responsibilities:

  • Follow, complete and champion the CARE process at the start and end of each project, visiting all customer properties.
  • Comply with the requirements of the CAREs Control Hub forms and ensure it is properly and honestly completed.
  • Coach operatives on the CAREs process and Control Hub forms.
  • Ensure each customer knows all relevant information relating to the project in hand.
  • Complete Priority Services Register PSR requirements.
  • Identify customers who will require further assistance while work is ongoing and ensure there are structured handovers to the operational teams on site.
  • Attend regular planning meetings, working with the local area to effectively plan for door knocking.
  • Produce additional bespoke communications as and when required.
  • Review CSAT, complaint and enquiry statistics relating to their local area and teams, for knowledge sharing and performance improvement purposes.
  • Take on multiple task and ensure they are properly prioritised and balanced.
  • Ensure customers understand their rights with respect to the General Data Protection Regulations.

Person specification (Experience/knowledge/qualifications):

  • The Customer Care Representatives needs a good understanding of core customer values and behaviours, ensuring they not only exemplify them but encourage others in the business to do so as well.
  • Operational and technical leadership
  • Actively support the clients customer strategy and the local customer action plans.
  • Ensure that all customer actions are aligned with the customer strategy and action plans.
  • Engage, include, understand and respond to customers in a timely manner.
  • Respect customers’ busy lives and make sure promises are delivered.
  • Encourage, support and celebrate doing the right thing for our customers.
  • Commit to putting customers first and achieving high levels of service and satisfaction.
  • Empathise and see someone else’s point of view – be patient and attentive, with good active listening skills.
  • Recognise and adapt to individual needs.
  • Adopt positive language and a ‘can do’ approach to customer challenges.

The CCR must:

  • Have an ability to build relationships inside and outside of the business at all levels; to reach out to people; to be a team player; to be collaborative and sharing.
  • Be quietly persuasive and influential in promoting their ideas.
  • Show emotional control and thrive when under pressure, staying calm
  • Be predisposed to action and getting on with things.
  • Be analytical with an ability to assess/defuse different situations and problems, and coming up with solutions.
  • Be adaptable and flexible in their dealings with others, naturally understanding the need to negotiate, accommodate, to respond to new business priorities and to accept that change is a constant.
  • Be courageous when necessary, standing by personal views and principles and company values, even when this runs contrary to others’ views and behaviours.
  • Be confident in dealing with a wide range of people, internally and externally.

General requirements:

  • Experience in a customer service role.
  • Conscientious with the tenacity and resolve to see things through.
  • Organised and punctual.
  • Articulate and good at explaining things.
  • Thorough, with good record keeping.
  • IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities.
  • Strong oral and written communication skills.
  • Knowledge / experience of working in the utilities industry is desirable.
  • Full, valid UK driving licence.

Who we are:

First Recruitment Group are committed to finding the right candidates for our clients, and the right companies for our candidates to work for. We’re passionate about putting people first, and take pride in being able to offer an all-round service for candidates and clients with our payroll solution, Primis + and workforce management solution, Operam.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.

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