Operations Advisor

• Customer Account Management:
  Take full responsibility for all outstanding tasks on customer accounts, through all stages of their journey, coordinating with internal teams and industry partners as needed to ensure timely and effective resolution. Promote beneficial cross-selling opportunities to customers.
• Issue Resolution:
  Proactively resolve customer queries and complaints via phone, email, and other communication channels, ensuring a positive customer experience and maintaining high satisfaction levels.
• Record Keeping:
  Maintain accurate and up-to-date records of all customer interactions, account actions, and case progress in line with company policies and regulatory requirements.
• Customer Communication:
  Keep customers informed and updated on the status of their queries and issues, demonstrating empathy, clarity, and professionalism in all communications.
• Performance and Values:
  Drive individual and team performance through adherence to company values, promoting a customer-first culture and continuous improvement mindset.
• Advocacy and Improvement:
  Identify opportunities for process or service improvements based on customer feedback and personal experience, acting as a voice for the customer within the organisation.
• Stakeholder Collaboration:
  Engage and collaborate with internal departments and external partners to resolve complex customer issues efficiently and effectively.
• Self-Driven Learning:
  Continuously develop technical knowledge and skills, particularly related to industry meter systems and operational processes, through self-directed learning to enhance expertise and service quality.

Critical Success Factors

• Timely and thorough resolution of customer account issues.
• Accurate maintenance of customer records and case documentation.
• Effective and empathetic communication keeping customers well-informed.
• Strong advocacy for customer needs leading to continuous service improvements.
• Consistent demonstration of organisational values in all interactions.
• Positive collaboration with internal teams and external partners.

Core Competencies

• Customer account management and issue resolution
• Effective communication via phone and email
• Accurate record keeping and documentation
• Customer advocacy and feedback analysis
• Collaboration and stakeholder engagement
• Problem-solving and decision-making
• Commitment to company values and performance standards
• Self-driven learning and continuous development