Services Back Office Administrator R0036679 Services & Solutions - Dublin 12-month fixed term contract Reporting to: Scheduling Capacity Manager Bord Gáis Energy generates, sells, and trades energy for use in the Republic of Ireland. We've been in operation since 1976 and today we supply over 750,000 customers with energy in Ireland. In 2014 we became part of Centrica plc. We are a progressive company with a reputation for experience and expertise in the energy market and are committed to ensuring that all of our activity is aimed at benefiting and serving our customers. In this role you'll be responsible for providing technical and energy efficiency administration support to the services division. You'll also support the home energy services team with analysis and reporting requirements. You'll also work cross-functionally when responding to issues needing attention. If you are a flexible and dynamic self-starter with experience working in a customer-focused role, this could be the opportunity for you! About the Role
Work closely with Field Engineers, internal and external partners to provide the best customer experience
Provide technical and administration support to our Field Service Engineers by phone, email, and Microsoft Teams
Work closely with sales and contact centres to support product success and profitability through SharePoint and Teams
Liaise with internal teams such as Quality Assurance, Quality & Training and Customer Care to ensure we uphold agreed Service Level Agreements
Support key project initiatives within Bord Gáis Energy and the Services department
Analysis and reporting on key metrics for Services division to ensure delivery against targets
Keeping records of sales targets and actual figures and compiling them into reports for management as requested
Scheduling and planning workloads for the Field Team
Cross-functional support to Sales and Customer Service Teams via SharePoint
Handling Escalations and working with Quality Assurance Team
Ad-hoc reports on performance to gain insights
Liaise with suppliers on orders and escalations
About You
Previous experience in customer facing role in commercial environment essential
Experience in dealing with customers complaint handling
Knowledge of energy and energy efficiency is desirable
High level of computer literacy, to include MS Office suite at an advanced level
Strong communication skills with an ability to communicate effectively in a customer facing environment
Ability to effectively plan and organise with an ability to work well under pressure
Proactive in managing customer expectations both internal and external
Customer focused with a desire to contribute to team successes
Ability to work on own initiative and to prioritise workload
Accuracy and attention to detail
Bord Gáis Energy are committed to placing equality, diversity, care and respect at the heart of our policies and everyday practices. We encourage everyone to take part in our active employee networks, including the Women's network, Neurodiversity network, REACH (Race, Ethnicity, and Cultural Heritage) network, and BRÓD, our LGBTQ+ network. We're proud of the work our networks and allies do to help us promote a culture of inclusion, empowering our colleagues to be themselves and do their best work. Our vision is to employ a diverse mix of people who reflect the societies we work in and the customers we serve, so we welcome applications from people of all backgrounds and perspectives. Our Flexible First working model empowers our people to find a better balance between home and office working. You can enjoy the convenience of working from home combined with time spent onsite in a way that works for you, our customers, and our business. Our office is used as a place to connect and collaborate with colleagues, rather than your default place of work each day. Here in Bord Gáis Energy we're helping to create a more sustainable and inclusive future that supports our communities, our planet - and each other. The prevention of family homelessness in Ireland is an area where we believe we can make a real difference and through our partnership with Focus Ireland, we have been working on making this a reality since 2015. We encourage all colleagues to get involved in the partnership, with everyone receiving 2 days' volunteering leave to participate in initiatives or events supporting Focus Ireland. Our Values care | delivery | collaboration | agility | courage The closing date for receipt of applications for this vacancy is 20 January 2023. Skills: administration office excel customer service
Ref: R0036679_1673009719
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