Job Description

Salary from 28,051 + Up to 5% Bonus

FTC 12 Months, 40 Hours Per Week

Hybrid Working - Based at our offices in Doxford Park, Sunderland

Join us in putting customers at the heart of everything we do


As a

Customer Care Advisor

for Northern Gas Networks (NGN), you will be part of a dedicated team committed to delivering exceptional service to both internal and external customers. Working within a small contact centre environment, you will manage a variety of enquiries and complaints across multiple channels, including telephone, email, letters, and social media. This role requires strong communication skills, attention to detail, and the ability to provide timely, accurate, and empathetic responses.


You will also play a key role in supporting our Vulnerability Strategy, ensuring every interaction counts for customers experiencing physical, mental, financial, or temporary challenges. By maintaining high standards of quality and efficiency, you will help us put customers at the heart of everything we do and uphold our reputation for first-class service.

This role consists of a variable 8-hour shift pattern between 08:00 and 22:00, Monday to Friday, with a minimum of six Saturday shifts per year. Current shift times are 08:00 - 16:30, 10:00 - 18:30, and 11:30 - 20:00, with all Saturday shifts running from 08:00 - 16:30

In this role you will

Take full ownership of enquiries from start to resolution, ensuring a positive customer experience and upholding NGN's reputation for outstanding service Manage a wide range of queries from stakeholders including gas users, suppliers, shippers, IGTs, local authorities, emergency services, and internal teams Create and update jobs using SAP and CRM systems (prior experience with these or similar platforms is highly desirable) Handle complaints in line with regulatory requirements while supporting field operatives and their teams to maintain safety, efficiency, and customer satisfaction Analyse data to make informed decisions and deliver effective solutions Promote energy efficiency and provide customers with information on specialist organisations to support affordability

We are looking for

Strong interpersonal and communication skills, with the ability to work effectively both independently and as part of a team Proven administrative experience and confidence in using initiative to handle varied situations Proficient in Microsoft Office applications (familiarity with SAP or similar systems is an advantage) Flexible and adaptable approach to working in a dynamic environment

Why join NGN?

Salary from

28,051

per annum

Annual bonus of up to 5%

, recognising your contribution and performance

25 days of annual leave

, plus recognised bank holidays and

2 additional half-days

over the Christmas period

Occupational sick pay

available after the first 2 calendar days of statutory sick pay

Generous stakeholder pension scheme

, doubling your contribution, up to 10%

Flexible benefits and salary sacrifice options

, including discounts on UK attractions, gym memberships, restaurants, experience days, and more

Family-friendly policies

, including up to

6 weeks of paternity leave

and

6 months of full pay for maternity leave

(for eligible employees), plus shared parental leave and more

About NGN

We deliver gas to 2.7 million homes and businesses across the North East, Northern Cumbria, and much of Yorkshire, through a network of over 37,000km of underground pipes. Serving both major cities and rural communities, we are committed to safety, reliability, and innovation. Our values - Trailblazing, Empowered, Heartfelt, Community Focused, Intellectually Curious, and Happy, shape everything we do. We are proud to champion equality, diversity, and inclusion, and actively support initiatives alongside our Colleague Communities (LGBTQ/Women's/Ethnic Minority/Parents & Carers/ DisABILITY) to ensure we reflect and uplift the communities we serve.

Next Steps

- Simply click 'Apply' and upload your CV, making sure to highlight how your skills and experience align with the role. We aim to contact all applicants within one week of the closing date, with interviews expected to take place at the

beginning of December

. If you require any adjustments during the recruitment process, please contact our Recruitment Team at NGNCareers@northerngas.co.uk