Customer Retention Officer

Job Description

Contract Type: Permanent

Working Hours: 22 hours - Wednesday, Thursday and Friday

Worker Type: Hybrid

Salary: Starting Salary is £25,992 (Full Time Level one) rising to £26,835 (Full Time Level three) per annum (pro rata for part-time)

Location: London Road Heat Station, 12 London Road, Nottingham, NG2 3AB

We've got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you've been looking for? Read on to find out more...

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

* You can read more about the different benefits offered to colleagues working for Nottingham City Council here.

About the Role

An opportunity has arisen to join the Enviroenergy Customer Service Team in the Enviroenergy department on a permanent contract working 3 days per week. In this role, you will be a first point of contact within Enviroenergy for Commercial and Domestic customers primarily via the telephone, but also through other channels appropriate to the demand. You will be required to perform administrative duties including Account billing, account investigations, general queries, and mailbox management.

To be a main point of contact within the contact centre and where necessary customer contact activities for Citizens; identifying the needs of those customers at first point of contact and then to address that need effectively and efficiently, or else by referring the customer to the appropriate department, partner, or external organisation.

To undertake a range of administrative duties as and when required to support the Customer Services team, Commercial, and Business development officers.

You will be working in a fast-paced environment where focus and attention to detail while under pressure are essential.

This is a hybrid role where during the induction period you will be expected to attend training in the office moving to the hybrid approach once induction and training are complete.

About You

The ideal candidate will have:

• Customer Service Experience

• Complaints Handling Experience

• Ability to multi-task, prioritise, and manage time effectively

• Ability to adhere to General Data Protection Regulations

• Strong communication skills both written and verbal

• Strong administration skills

- This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, is an essential requirement for the role.

- The role requires you to participate in the on-call rota, for which an additional payment is made.

You can find the job description for this post here

At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the additional information for applicants page.

For informal enquiries please contact Amrita Samra, Customer Service Team Leader, by telephone on 07927551353 or by email at amrita.samra@nottinghamcity.gov.uk.

Closing Date: 20/05/2025

Please note there may be occasions where we close the advert before the closing date, and we encourage you to apply as soon as possible.

Interviews will be held week commencing: TBC

If you have any technical issues when completing your application, please contact our Employee Service Centre: https://emss.freshdesk.com/support/home

By applying to this job, you agree to our Terms & Conditions.

About Us

Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham we offer a wide range of roles across a range of services. In return for your skill, drive and commitment to serving the people of Nottingham, we can help you to develop an exciting and rewarding career, with access to the following benefits.

In addition to working within a great team and a competitive salary you will have access to:

• 26 days annual leave (rising to 33 days after 5 years' service) + bank holidays with the ability to buy additional leave annually
• Access to a generous, defined benefit pension scheme offering 17.9%
• Smart Working - to support your work life balance
• Health and wellbeing benefits including access to our Employee Assistance Programme
• Discounted membership at selected local sports and fitness centres, cinema, shopping and much more!

Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.

We particularly want to hear from you if you are from Minority Ethnic communities, identify within the Lesbian, Gay, Bisexual, Transgender and Queer+ community (LGBTQ+) and if you are Disabled - these groups of people are underrepresented in our workforce, and we'd like to reflect our local population more through our recruitment processes.

We are supportive of flexible working arrangements wherever possible and we would encourage you to discuss this with us during the selection process, should this be something you are interested in.

Nottingham City Council provides public services including education, social services, planning, waste management, housing, events and health across the city of Nottingham.