Customer Service Advisor

Customer Service Advisor

Salary - £26,227.50

Gateshead (Baltic) | Full-time | Monday – Friday, 9am – 5pm

When a business customer picks up the phone or sends an email, they’re trusting us to sort it. A billing query, a contract question, a supplier issue that needs specialist attention - as a Customer Services Advisor at Northern Gas and Power, you’re the person who makes it right.

You’ll sit within the Services team, reporting to the Customer Support Manager. Your job is to handle customer requests and queries with speed, professionalism, and genuine care while keeping our records accurate and liaising with energy suppliers on our customers’ behalf.

If you’re someone who thrives on solving problems, communicating clearly, and delivering a service you’d be proud of, this role will suit you.

What you’ll actually be doing

• Handling customer requests submitted by phone and email prioritising, investigating, and resolving them efficiently
• Investigating and resolving customer queries quickly and patiently - getting to the root cause, not just the symptom
• Maintaining thorough and accurate customer account records across our database systems
• Liaising with energy suppliers on behalf of our customers - chasing updates, escalating issues, and ensuring they receive the best possible service
• Communicating proactively with customers as their contract start dates approach, ensuring a smooth transition to meet their energy needs
• Supporting customer retention keeping customers engaged and identifying opportunities to strengthen the relationship
• Keeping confidential records and financial information private and secure at all times
• Learning and using various database systems and internal technology to deliver great customer care
• Working as part of the wider NGP team supporting colleagues, spotting further business opportunities, and driving positive results

No two days look the same. One morning you might be working through a queue of email requests, contract queries, billing questions, supplier updates. The next, you’re on the phone resolving a complaint or coordinating with a supplier to fix a metering issue before a contract goes live. The pace is steady and the variety keeps things interesting.

What makes this rewarding

• You’re the person who fixes it. Customers remember the person who went that extra mile to sort their problem. You’ll build real relationships with the businesses you support, and you’ll see the direct impact of your work every day
• Energy industry exposure. You’ll learn how the commercial energy market works from the inside - suppliers, contracts, metering, procurement. It’s a genuine skill set that grows with you
• A supportive team. You’ll work alongside experienced colleagues in a team that helps each other out. The Services team is collaborative, and the environment is professional without being stuffy
• Room to grow. NGP is a large, international business.

What’s in it for you

• Salary £26,227.50
• 23 days holiday + additional December leave + bank holidays
• Pension and access to Simplyhealth (money towards dental care, eyesight checks, physio, etc.)

Your first 90 days

• Weeks 1–3: You’ll go through a structured induction covering NGP’s systems, processes, and the energy industry basics. You’ll shadow experienced advisors, learn the database and CRM tools, and start handling straightforward customer queries with support
• Weeks 4–8: You’re handling your own caseload. Phone and email queries come directly to you, and you’re building confidence liaising with suppliers. You know where to find information, when to escalate, and how to keep customers updated. Your accuracy on records is consistent
• Weeks 9–12: You’re a fully contributing member of the team. You manage queries independently, handle supplier escalations with confidence, and proactively flag emerging issues before they become problems. Colleagues and customers know they can rely on you

This is for you, if

• You have experience in customer service, ideally in the energy industry, but strong service experience from other B2B environments will be considered
• You’re comfortable using MS Office and picking up new systems quickly
• You communicate effectively, both verbally and in writing - professionally and clearly, even when things are complicated
• You can manage your own workload, prioritise competing demands, and work under pressure when needed
• You’re self-motivated, resilient, and driven - you don’t wait to be told what to do next
• You’re a natural problem solver who stays calm and patient, even with difficult queries
• You’re a team player who supports colleagues and contributes to a positive working environment
• Account management or B2B experience is a plus, but not essential

About Northern Gas and Power

Northern Gas and Power, part of Global Procurement Group, is Europe’s largest energy consultancy. We support over 40,000 business customers across the UK, Europe, India, and the Middle East. We help businesses manage their energy procurement, reduce commercial risk, and make smarter buying decisions.

Global Procurement Group is an equal opportunities employer. All applications are assessed on skills, experience, and alignment with the role. We’re committed to a recruitment process that is fair, consistent, and free from bias.

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