Subject Matter Expert – Utilities ( Technical SME/ Fixer)

Location: Newcastle

Hybrid working 50% home 50% office after initial training period * Note that this may be subject to change.

As well as a competitive salary and 37.5-hour week (Monday to Friday including bank holidays - 9am to 5.30pm) we offer a variety of excellent benefits including (but not limited to!):

• 25 days annual leave plus bank holiday entitlement

• Employee Share Purchase Plan

• Excellent Pension scheme

• A variety of Health and Wellbeing benefits including individual private medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms

• Employee discounts

• Three days paid leave per year for charitable work of your choice

• Excellent employee referral programme with generous bonus payments for introductions

The Role:

As a SME you will manage performance for the team by coaching, monitoring and feedback which need to be provided to agents daily. You will need to regularly provide training to agents on process update and changes.

You will also work as part of the management team striving to meet all SLA’s, targets and objectives through effective floor management both on site and virtually. You will also provide technical and operational support and coaching to ensure that quality and productivity performance is optimised.

Responsibilities include but are not limited to the following:

• Provide Energy Industry SME guidance to Agents to enable the progression of live complaints moving through the complaints process.

• Lead focus sessions on common processes/ themes that need further clarification within the team.

• Support analysis on complaints to understand why they may have been reopened or escalated to Ombudsman.

• Provide feedback to Agents on call quality and quality fail points.

• Provide inputs to discussions on root cause analysis for common fails within the teams and undertake deep dives into common fail areas.

• Provide feedback on process, procedure, policy and performance improvements within team and wider operation.

• Helps manage day to day functions, mainly including handling of personnel related issues, managing metrics and team performance

Role/Skills Requirements:

• Extensive experience in working in a customer care, contact centre environment in the Utilities sector.

• Previous and extensive experience of being an SME in a Utilities contact centre environment.

• Demonstratable experience and knowledge of Utilities customer complaints, experience in SMART metering is essential.

• A willingness to cross skill on other workstreams as business needs dictate.

• Outstanding communication and stakeholder management skills.

• Proven ability to deliver coaching / training sessions.

• Ability to manage customer calls and client escalations as needed.

• Ability to troubleshoot and fix technical issues within complaint .