Base Location: Belfast Salary: £27,000 - £35,300 performance-related bonus a range of benefits to support your finances, wellbeing and family. Working Pattern: Permanent | Full Time | Flexible First options available The role As a Customer Service Specialist, you’ll work with the Customer Service Team Leaders to manage the day-to-day operation of the team effectively and efficiently. You will support in driving efficiencies and improving service through planning, engagement and productivity. You will Help develop effective operational streams, lead on Customer Service induction training, support operational workflow management, KPI delivery and reporting requirements as needed. Work with team leaders to ensure that all customer service report requirements are delivered on a daily, weekly and monthly basis, with key focus on targets and performance analysis. Work with team leaders and colleagues to implement governance and controls to drive improvement, helping to drive accuracy and compliance in all workstreams. Lead on Customer Service Induction training, proactively engaging in the training of existing team members to ensure accurate knowledge transfer and cross-skilling to support contingency and succession plans. Support complaint responses to ensure they are delivered within SLAs, ensuring all queries and complaints are recorded and handled in line with our Complaints Handling Process. You have Experience of working within a customer service environment, with customer operations experience and customer service skills. Demonstrable knowledge of customer communication processes, complaint handling and SLA management. Experience of training others and sharing knowledge effectively and efficiently. Experience of handling customer accounts accurately, with excellent communication skills. The ability to set up, track, and report on function related KPIs, resolving any issues and escalating when required About SSE SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline. SSE Airtricity, supplies around 750,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis. We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis. Flexible benefits to fit your life Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave. Work with an equal opportunity employer SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Andy on andrew.elder3sse.com / 01738 340826 to discuss how we can support you. We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry. Ready to apply? Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further.