Social Media Assistant - Energy

  • Location
    Croydon, Surrey
  • Salary
    £ 23000 - £ 28000 / Year
  • Category
    Energy - Energy
  • Job type
    Permanent
  • Industry
    Office and Secretarial
  • External Reference
    JN-012020-116557

Adecco Croydon are proud to be working with a fantastic client based in the heart of Croydon recruiting for a Customer Care Assistant with experience in Social Media.


This role offers an excellent opportunity to work in an exciting and growing energy supply company where you will be integral in responding to our customers. You will play a vital role, by providing efficient responses to an array of customer contacts and assisting in driving up our standards by helping to identify customer complaint triggers and drivers. You will be based within our Customer Care team, to assist with monitoring the level of contact received via our social media channels, and the highlighting the drivers that have caused customers to leave negative reviews. You will also support the Customer Care and Complaints team when required.


Responsibilities;



  • Ensure a high level of Customer Service is maintained throughout our Social Media Channels, including Trust Pilot, Facebook, Money Saving Expert, and Twitter.

  • To use the intelligence gained from Social Media, to help the business identify areas of improvement, and aid the business in troubleshooting

  • Feedback to the team's management on drivers of dissatisfaction, which lead to social media posts

  • Politely and efficiently resolve a range of complaints received via our Social Media channels for our residential and small business customers

  • Aid in identifying areas of improvement, cascading this to the team heads and relevant teams where necessary.

  • Support the Care Back Office to resolve enquiries and to provide support to the newer members of the team.

  • Accurately register and record complaints

  • Ensure all internal processes and procedures are adhered to until the complaint/contact is resolved

  • Work with customers to understand their complaint and ensure the right solutions and remedies are sought

  • Building relationships and rapport with colleagues to ensure that you are aware of facts that may trigger Social Media posts


Experience:



  • Experience in handling customer contact / complaints in the energy industry

  • Excellent verbal and written communication and interpersonal skills.

  • Customer focused approach to work, with an understanding of customer service and the impact on customers and the business.

  • Experience in providing excellent customer care

  • Ability to handle complaints with an empathetic and common-sense approach, whilst remaining objective

  • Ability to deal with difficult situations, work under pressure and to meet tight deadlines.

  • Excellent problem-solving /troubleshooting skills

  • Experience in successfully responding Social Media posts


Salary: Negotiable depending upon experience


Location: Croydon


Start Date: ASAP


Benefits: Competitive Salary Complementary hot drinks (coffee machines everywhere) Game Area (table tennis and foosball table) Employee Preferred Tariff if you become our Customer (discounted gas and electricity bills) Discounts for gym Employee Cash Plan



If you are interested then please click apply now and a consultant shall be in touch!


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Michelle Pettyfer