Maisie Edwards
E.ON Social Media Customer Service Advisor
What I do
I work at E.ON, which is one of the UK’s leading power and gas companies. I help support our customers through social media channels such as Twitter and Facebook, with a range of queries about their gas and electricity accounts. I also get involved with some of the social media campaigns E.ON runs to help engage its customers.
How I got my job
I first experienced great customer service at Walt Disney World when I was young and I knew I really wanted to help customers when I grew up.
I later applied to work at E.ON. After working there for a few months and learning that there was a social media team dedicated to helping customers, I instantly knew that I wanted to be part of this team. Like many other young people, I use social media channels every day, so combining my passion for helping customers with my abilities seemed a really natural fit for me.
What I love about my job
There’s so much I love about my job. Social media is a very relaxed way of communicating with our customers and you can really let your personality shine through. Our social media activity is really important to us as a business, as it’s how many of our customers want to talk to us nowadays, so it’s really exciting to be part of this crucial team.
I’ve also had the opportunity to be part of some of our social media campaigns, so I’ve featured on our Facebook page and attended some of our Snapchat events, too.
What is difficult about my job
My job can be quite demanding at times, as we deal with different customer queries each day, so no two days are the same. Some of the queries can be from customers who aren’t happy about our service. The great thing about my job, though, is that, most of the time, we manage to solve the customer’s problem and this means a happy customer at the end of it, which really makes my day! I have dyslexia and in the past I’d thought that may stop me from getting a customer service role. But this has never been an issue at work and my team have been so supportive in making sure I can do my job well.
What skills I need
The great thing about a role in customer service is that you don’t need specific qualifications to do the job – you just need to be someone who can talk to customers and be understanding of their queries. Good GCSEs are useful in helping to secure a job in a large organisation such as E.ON and to progress.
