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Responsible for proactive customer engagement in communities to identify and support vulnerable customers during planned gas works. Provides guidance on energy efficiency and connects eligible customers with additional services and partner organizations to ensure they stay safe and warm.
Requires experience in customer service and energy efficiency advice, preferably supported by an NVQ or City and Guilds certification. A valid UK driving licence is essential for significant travel in company vehicles.
Safe and Warm Community Advisor
Paisley | £25.6k - £29.9k per annum (dependent on skills and qualifications)
Full-time | Hybrid
12 month Fixed Term Contract/Secondment
Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.
REQ5842
We are looking for….
Working with our Customer Experience team, you’ll be responsible for in person customer engagement in communities, before, during and after planned works. You’ll work alongside our operational teams to identify any customers that require extra help as we go about our works and put plans in place to ensure any potential disruption is minimised.
Through identifying customers in vulnerable situations within our community you’ll have the opportunity to provide extra help services designed to support our customers to stay safe and warm at home. This could be through the provision of SGNs Additional Services or through connecting eligible customers into trusted partner organisations that address their specific customer needs.
We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…
Being responsible for providing proactive front-line customer engagement for vulnerable or at-risk customers as part of our planned work to ensure that their needs are identified, and reasonable provisions are put in place along agreed customer journeys from notification to work completion.
Supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to help customers in vulnerable situations use energy safely, efficiently, and affordably.
Identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help them use energy safely, efficiently, and affordably, including advice on resilience to utility outages.
Working alongside our operational and customer experience teams to support the implementation of initiatives that help customer-facing teams ‘never walk away from a customer in need’ through promotion and feedback.
Collaborating with our operational and customer experience teams to look for opportunities to improve customer experience and reduce customer complaints by sharing customer feedback and insights.
Supporting our customer service and operational teams with customer welfare support where required during gas emergencies, both during working hours and via the regional standby rota.
What you will need
We are looking for someone with experience in delivering great customer service, providing advice services and energy efficiency, so a NVQ, City and Guilds or equivalent experience in Advice & Guidance, Customer Service and / or Energy Efficiency would be preferential
Excellent communication skills – these are essential to the role to ensure customers value and get the best outcomes from the support services provided
Excellent team working skills – building impactful and trusted working relationships are essential to support customer action plans are successful
Drive to deliver great customer and partner experience, working well with people to deliver sector leading performance
Strong IT and written skills – the role will require reporting and on occasion written communications with customers and colleagues
Strong ethical standards and the ability to confidently work autonomously and collaboratively within our team
Successful applicants will learn and become an expert in customer information related to GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services (level 3) and Customer Enquiries / Complaints
Holds a UK driving licence as significant travel is required in the role, driving one of our safe and warm vehicles.
Not sure you meet every requirement?
Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.
If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.
Why SGN?
SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.
If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.
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We look after the gas network in the south of England and Scotland. Call 0800 111 999 in a gas emergency, day or night.
SGN manages the network which distributes natural and green gas to approximately six million homes and businesses across Scotland and southern England. Our pipes deliver gas safely, reliably and efficiently to each of these customers. Our people are the heart of our business. We employ around 4,000 people who are dedicated to keeping our customers safe and warm by leading the way in energy delivery. Emergency: We provide the National Gas Emergency Service day and night. We’ll always make the situation safe whether the gas emergency is inside or outside a property. Connect: Every year, we connect around 20,000 customers to our network and we help thousands of our most vulnerable customers heat their homes for less. Upgrade: We’re committed to upgrading our network and we use the latest technology as we replace, renew and maintain our pipes. We’re constantly innovating to ensure a safe, secure and sustainable future for our network. Visit our website or follow us on social media to find out more about how we keep our customers safe and warm all day, every day.
Offices: St Lawrence House, Station Approach, Horley, Surrey RH6 9HJ, GB · 5 Lonehead Drive, Newbridge, Edinburgh, EH28 8TG, GB · 95 Kilbirnie Street, Glasgow, G5 8JD, GB · Walton Park, Walton Road, Portsmouth, Hampshire PO6 1UJ, GB · 2 Leesons Hill, St Mary Cray, Orpington, BR5 2TN, GB
We look after the gas network in the south of England and Scotland. Call 0800 111 999 in a gas emergency, day or night.
SGN manages the network which distributes natural and green gas to approximately six million homes and businesses across Scotland and southern England. Our pipes deliver gas safely, reliably and efficiently to each of these customers. Our people are the heart of our business. We employ around 4,000 people who are dedicated to keeping our customers safe and warm by leading the way in energy delivery. Emergency: We provide the National Gas Emergency Service day and night. We’ll always make the situation safe whether the gas emergency is inside or outside a property. Connect: Every year, we connect around 20,000 customers to our network and we help thousands of our most vulnerable customers heat their homes for less. Upgrade: We’re committed to upgrading our network and we use the latest technology as we replace, renew and maintain our pipes. We’re constantly innovating to ensure a safe, secure and sustainable future for our network. Visit our website or follow us on social media to find out more about how we keep our customers safe and warm all day, every day.
Offices: St Lawrence House, Station Approach, Horley, Surrey RH6 9HJ, GB · 5 Lonehead Drive, Newbridge, Edinburgh, EH28 8TG, GB · 95 Kilbirnie Street, Glasgow, G5 8JD, GB · Walton Park, Walton Road, Portsmouth, Hampshire PO6 1UJ, GB · 2 Leesons Hill, St Mary Cray, Orpington, BR5 2TN, GB
