The main purpose of this role is to deliver exceptional customer support by providing accurate, timely and empathetic assistance across all contact channels. The role is essential in upholding our Customer Charter and Standards of Service and achieving “first time, every time” resolution, ensuring every customer receives a positive and seamless experience. At the heart of the role is Think Customer embedding the JE Values and Promises into every interaction ensuring a consistent experience for both colleagues and customers. This includes demonstrating reliability, teamwork, excellence, and customer focus in all daily activities, while consistently putting the customer at the centre of decision-making. The role also supports continuous improvement by identifying opportunities to enhance processes, customer journeys and the overall experience.
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Deliver outstanding customer service through phone, email and face-to-face interactions, including support within Smarter Living and Customer Care reception areas
- Maintain up-to-date knowledge of JE tariffs, products and best practices, applying this knowledge to deliver the best possible customer outcomes. Attend training sessions as required.
- Take ownership of customer queries, adopting a curious and proactive mindset to deliver right-first-time solutions
- Identify and escalate complex or unresolved issues to the appropriate teams, utilising CRM systems effectively to ensure timely resolution.
- Deliver accurate information regarding JE products, services and policies, guiding customers confidently and effectively through issue resolution
- Handle complaints in line with Customer Charter timeframes, striving to achieve “first time, every time” resolution and a positive customer outcome.
- Identify opportunities to improve customer and colleague experiences, making informed recommendations to support service and process enhancements.
- Provide support during emergencies and unscheduled operational events, ensuring customers receive reassurance and clear communication when they most need it.
Skills
- Exceptional customer service and communication skills (written and verbal)
- Strong empathy with a genuine desire to resolve customer issues
- Ability to work independently while collaborating effectively with others
- Confident handling of challenging conversations and circumstances
- Strong organisational skills and attention to detail
- Accuracy and quality in all aspects of work
- Proficiency in customer-related systems including CRM and Office 365
- Flexibility to work evenings, weekends and public holidays when required
Experience
- Experience in a Customer Care role is desirable but not essential
- Comfortable handling customer queries, problem-solving and providing clear guidance
- Confident in decision-making and knowing when to seek clarification
- Willing to constructively challenge processes to improve customer experience
Qualifications and Training
- Good standard of education
- Training in customer service techniques and structured objection handling
- Call-handling and high-quality interaction training
- Experience or training in handling difficult conversations (recommended)
- Training in supporting vulnerable customers with sensitivity and judgement (recommended)
Jersey Electricity provides excellent benefits, catered towards financial, physical and mental wellbeing. Starting with private medical insurance, discounted electricity rates, discounts within our Powerhouse shop, subsidies on EVs, gym memberships, on-site Mental Health First Aiders, organised sports and activities groups.
We offer competitive salaries combined with an attractive pension. We are family-friendly and strive to give you a life work blend to both love your job, do excellent work and spend important time with your family and friends. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age or disability status.
Jersey Electricity’s purpose is to ‘enable life’s essentials’ by providing the people of Jersey with secure, reliable, affordable, and sustainable electricity today and long into the future.
Jersey Electricity’s Vision:
Jersey Electricity’s vision is to “inspire a Zero-Carbon future” by being the energy partner of choice whilst working to six strategy pillars of that vision:
JE 6 strategic pillars:
1. Digital Enhancement and Innovation – over the next 3 years JE will continue to develop robust and scalable digital platforms, seeking innovation in smart enabled technology and to, where appropriate, commercialise its innovation.
2. Customer –to increase JE’s customer experience maturity, to better understand customers’ existing and future needs and wants, as well as provide exceptional service around its offers.
3. Energy Sourcing and Supply – prepare for a new supply contract, considering transitional requirements, to reduce cost and market risks for customers as well as considering the future role of offshore wind in the energy mix.
4. Future Proof the JE Business Model – continue delivering good operational performance across all businesses within the Group. Ensuring JE delivers infrastructure requirements for today, and in readiness for the future, whilst creating resource capability and capacity for CNR delivery.
5. Island-wide Electrification and Decarbonization – continue to develop new products in heat and mobility which support the CNR, customers in energy efficiency and facilitate the development of solar and offshore wind propositions with the Government of Jersey.
6. Great Employer – continue to recruit and develop talent, improve JE climate and engagement in becoming the employer of choice in and beyond Jersey.
We are an engaged and focused workforce, committed to ensuring we “keep the lights on” across the island and explore new ways of providing energy and related services to islanders. Working at Jersey Electricity means you are part of an inclusive team of nearly 400 diverse employees across a number of business sectors from the distribution of energy to Retail and Commercial services.
We have made a positive commitment to employing disabled people. Reasonable adjustments will be made to the recruitment procedure as required in consultation with the applicant to ensure no-one is disadvantaged because of their disability. All disabled applicants who meet the minimum criteria for the role as set out in the role profile will be guaranteed an interview.
Whatever your role with us, you will find the support you need to develop in a long-term career and work with many long-serving employees to help us achieve our vision.
Being an employee of Jersey Electricity, you will:
- Share in the success of ground-breaking projects to electrify the island;
- Be part of a highly skilled and developing workforce;
- Participate in company-wide wellbeing initiatives;
- Develop both professionally and personally in a supportive environment;
- Benefit from a competitive rewards and compensation package;
- Help us develop our engaged, diverse and innovative workforce;
What our employees say:
“The employees, and the support from colleagues who I work with on a day to day basis, are helpful and friendly making it an attractive place to work”
“Great team with a manager who understands outside life and flexibility when needed”
“Real sense of purpose to enable life's essentials in Jersey - and real ability to make a difference to support a low carbon world”
“I think JE is a great place to work with fantastic people, variety of career opportunities , lots of challenges and great values”
“It’s a really good company to work for, highly recommended to anyone to join Jersey Electricity”
“It's a great team with some really kind people who will often go the extra mile. Also great to work somewhere that is so crucial to island life and knowing that if we do our jobs well it benefits everyone”
