Customer Service Analyst

Full time 37.5 hours per week

Salary: £24,000 - £25,000pa

Location: Gateshead with hybrid working (expectation to be in the office 2 days a week)

Ready to maximise your potential?

C&C Group supplies software solutions and services to almost every energy and water company throughout Great Britain, along with select pharmaceutical companies.

We are at the dawn of an exciting new era with Smart Grids, as well as Market-wide Half Hourly Settlement (MHHS), which will be one of the biggest changes to the electricity industry to date. This means we are on the lookout for exceptional talent to join our team, as we expand our reach as well as our goals.

Technology is the essence of what we do, but our people make us who we are.

About the role

As a Customer Service Analyst, you will join a supportive team providing daily assistance to our customers regarding our products and services through our helpdesk. Your primary responsibility will be to deliver exceptional customer service, addressing enquiries and resolving issues efficiently and professionally.

You will also conduct daily system checks, proactively identifying and escalating any problems that require further attention, as necessary.

Operating within our helpdesk hours of 8am to 6pm, Monday to Friday, you will contribute to ensuring consistent and reliable customer support.

Key responsibilities

• Work collaboratively with the team to ensure customer enquiries and issues are managed promptly and efficiently.
• Use effective communication skills to listen to customers, understand their needs, and provide accurate information in a timely manner.
• Document actions and contribute to the development of our knowledge base, promoting continuous improvement.
• Proactively monitor our applications and services, using established processes to escalate issues, as necessary.
• Support the team during busy periods.
• Stay up to date with our products and services, to provide customers with the best possible advice. 

What you can offer us:

• You have experience working in a busy helpdesk, with strong focus on Customer Service.
• You are proficient in communicating with people, both via telephone and in writing.
• You possess a strong team ethic but can also work independently to meet specific objectives.
• You are adept at problem-solving.
• You are proficient in using Microsoft Office applications, particularly Excel, Outlook, and Word.
• You are positive, eager to learn, and dependable.
• You can work within the stated operating hours.
• Ideally, you have some knowledge of the water, gas, or electricity industry.
• Ideally, you have experience using CRM systems.

What we can offer you:

• Comprehensive private healthcare for you, including optical and dental, as well as extra cancer care cover and access to mental health support
• EAP (Employee Assistance programme)
• 25-28 days holiday (rising on length of service), plus bank holidays
• Payroll Giving Scheme – We will match donations made to your chosen charity!
• A generous monthly team social budget
• Fruit, snacks, and drinks when working in our offices
• Electric Vehicle Scheme
• Ride to Work Scheme
• Extra days annual leave for your wedding/civil partnership
• Free on-site car parking 
• Opportunities for professional development and career growth
• A dynamic and supportive work environment
• The chance to make a positive impact on our customers' experiences.

How do I join the C&C Group team?

If this advert sparks excitement as well as matches your aspirations and skills, then apply today!

If this isn’t the right role for you but you would love to work for C&C Group, then please get in touch. We are always looking for clever, smart, innovative, and motivated talent.