Gemserv is an expert provider of professional services. We are purpose-driven, working across multiple sectors including energy, low carbon, the public sector, and health to tackle today’s social and environmental challenges. Established in 2002, the business provides a range of consultancy and outsourcing capabilities, including programme management, market design, and governance.  We also have extensive and award-winning capabilities across cybersecurity, data privacy,y and digital transformation. We are a B Corp, IIP Gold accredited, and a Financial Times Leading Management Consultancy for 2021 and 2022. Our purpose is to make things that matter work better for everyone.      

The nature of what we do means we are very much a people business. The contribution every member of the team makes to our diverse range of experience, skills, and personalities is valued. We invest heavily in learning and development to enable our people to develop skills and gain experience,which will enhance career prospects for life. Many who started their careers with us have rapidly progressed to more senior positions.

At Gemserv, no two days are the same, but we believe in a flexible approach to working, which we know our employees value. We also offer an attractive package of benefits in addition to highly competitive salaries, including pension and healthcare, season ticket loans, discounted gym membership, Cycle to Work scheme, and more.

The Role

The role sits within the Gemserv Future Markets function, and as part of the Stakeholder Engagement team, you will be involved in the continued delivery of excellent customer service across a number of the energy codes that Gemserv provides code administration and governance services to.

Within the role of Customer Service Administrator, your day-to-day role will focus on providing support to the Service Desk. The Service Desk is an essential and successful function of the Stakeholder Engagement Team. It is a primary contact route for all Users of the Energy codes we support and is responsible for effectively managing stakeholder expectations and providing a first-contact query resolution.

Our Service Desk responds to first-line enquiries from a wider range of stakeholders via online forms, real-time messaging, emails, and telephone. As Customer Service Administrator, you will work with our Service Desk Manager and the wider Stakeholder Engagement team and will be responsible for the day-to-day management of enquiries into the service desk, ensuring we offer exceptional customer service, comply with all Service Level Agreements (SLAs), and maintain our CRM database where required. The service desk is also responsible for playing their part in identifying and pursuing service improvement initiatives, managing compliments and complaints, and identifying content for our REC Portal.

As part of the wider Stakeholder Engagement team, you will also be requested to provide support for other stakeholder engagement activities.

Alongside the delivery of the day-to-day service, the Customer Service Administrator will collaborate with all code manager teams to ensure we continue our cross-code learning and deliver as one team.

The ideal candidate will have a good working knowledge of the UK Energy market and experience in delivering exceptional customer service either in a contact centre or an office environment.

Responsibilities

• Lead weekly Service Desk meetings, strengthen partnerships within Energy Code teams by using knowledge transfer to enhance accuracy and consistency in stakeholder support. Lead on meeting actions where required.
• Drive efficiency by identifying and leading on opportunities for continuous improvement across the Code Manager, championing best practices alongside the wider team.
• Lead in responding to Service Desk enquiries with accuracy, ensuring adherence to SLAs and fostering trust among stakeholders.
• Empower and work with second-line teams to set clear expectations, reinforcing SLA awareness while proactively addressing key areas for swift resolution of enquiries.
• Recognize patterns in enquiries, facilitate discussions to initiate change, develop FAQs, and update knowledge resources for greater clarity.
• Build an understanding of the relevant Energy Codes, their products, and the impacts of these on industry stakeholders and consumers, feeding this back to the wider team where necessary.
• Maintain a calm and professional approach to consumer calls, leveraging vulnerable consumer training to ensure you direct consumers to the appropriate route for resolution.
• Deputise for the Service Desk Manager. Manage internal CRM questions or code support while positively promoting the efficiencies of the Service Desk. Take ownership of CRM-related issues or errors, coordinate with our system provider to resolve them, and test and implement solutions as needed
• Take ownership of Stakeholder Engagement Month-End reports, delivering our monthly SLAs and valuable insights into the previous month. Lead on the GDCC and DECC weekly reporting, supporting our Stakeholder Engagement team when required
• Take responsibility for CRM data integrity by maintaining accurate records, collaborating with Stakeholder Engagement teams, and overseeing mailbox operations.
• Actively lead on Stakeholder Engagement team projects and changes, using independent judgment to manage workload while aligning with SLAs.

Competitive salary plus an excellent benefits package

Requirements

• Good knowledge of the UK Energy Market, and a desire to learn more as the Energy Code landscape evolves
• Experience of working on a service desk either in a contact centre or office environment, taking ownership of enquiries through multiple channels
• Experience in delivering exceptional customer service
• Delivering to agreed performance indicators
• Experience in diagnosing issues, diagnosing potential paths to resolution, and leading or collaborating towards a resolution.
• Experience in collaborating with multiple stakeholders.
• Experience managing multiple tasks and or projects that coincide with each other
• Experience of working with digital CRM (e.g., Dynamics 365) is desired but not required.

Required Skillset

• Excellent communication skills, both written and verbal, able to understand and articulate complex issues
• The ability to use Initiative, lead on multiple workloads via different workstreams with varying SLAs, while staying calm under pressure
• A keen eye for detail and delivering to the highest standard of quality
• Passionate about delivering an exceptional service and positive outcomes for the market and consumers, putting consumer outcomes at the heart of what you do
• Being a team player, approachable, while working collaboratively towards a shared vision for the future
• Ability to manage time effectively
• The ability to use initiative, identify improvements for systems and processes, feedback and lead on as required

Upon employment, employees should also have a sound awareness of the Company's Information, Quality, Environmental and Energy Management Systems.