Regional Customer Service Officer
Directorate: Field Operations
Location: Hellaby
Reference: R7392
Do you want to help power your career and be part of an evolving energy industry?
We have an exciting and rewarding opportunity for a Customer Service professional to work within our regional team, based in Hellaby, as a Regional Customer Service Officer.
The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the regions needs now and in the future.
If you have enthusiasm, the ability to deliver outstanding customer service and are a strong and clear communicator, we will support you with the rest. Our Regional Customer Service Officers are at the very heart of our business – they really are Team Powergrid!
This is an important role in our structure. We are looking for people with a ‘Customer First’ mindset, to provide a professional, quality service to our customers, as we strive to continually deliver a consistent 10 out of 10 experience.
Along with a competitive salary between £29,395 - £32,196 we also offer the following benefits:
- Enrolment in our pension scheme with a generous company contribution
- 25 days annual leave entitlement plus Bank Holiday entitlement. Holidays increasing with length of service and the option to trade holidays
- Fully supported and structured training programme with further routine training opportunities
- Opportunities for further career progression once you are in the business
- The ability to volunteer and be a force for good in your region
Key Responsibilities:
- Liaise with customers through a range of administrative tasks, including high-volume letter writing, text messaging and email communication
- Support field-based colleagues by attending sites and engaging with customers during powercuts, ensuring clear communication and care for vulnerable customers
- Work closely with our Proactive Customer Service Responders and be comfortable working both in the office and out on the field when required
- Maintain accurate records through data entry, keeping all logs and spreadsheets up to date
- Contribute to continuous improvement by suggesting and implementing ideas to enhance our current processes
- Provide flexible support during severe weather warnings, including the ability to take on additional shifts and work weekends when required
- Engage with local communities through outreach activities
Key Competencies:
- Strong communication skills via different communication channels with the ability to show empathy, patience and professionalism
- Excellent organisation and time management skills – including the ability to manage allocated workload
- Ability to work independently and collaboratively within a team
- Ability to work in a fast-paced dynamic environment
- Resilient and solution focused
- Attention to detail – an ability work accurately in line with set policies and procedures
Essential Qualifications & Experience:
- 2 A-Levels C or above or NVQ Level 3 or ONC in Business Management
- Demonstrated experience within customer service, particularly in managing and resolving challenging situations
- Highly proficient in Microsoft Office with excellent general IT skills and the ability to learn new systems quickly
- Ability to adjust working hours to meet business and customer demands, particularly during storm periods
Key dates:
Advert go live: 26/02/2026
Advert close: 13/3/26
In order to comply with our electricity distribution licence, we have to ensure our colleagues are fit and proper to visit and enter our customers’ premises. Consequently, as this role may involve visiting and entering our customers’ premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in your application if you are content for this check to be completed.
Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.