Customer Service Advisor

Spinneyside, Leicester (Flexible working, commutable distance to Leicester office as you will be required to attend the office minimum twice per month)

Purpose Statement

You'll be responsible for delivering a market leading customer service in our British Gas Business teams, managing the day to day contact with our business customers through a variety of different channels. This person will be able to effectively problem solve, with a 'can-do' attitude and have exemplary communication skills.

Accountabilities

• Deliver outstanding customer service, with a focus on resolving business customer queries regarding their energy supply as effectively and efficiently as possible; taking ownership of our customers to prevent repeat contact whilst identifying growth and retention opportunities


• Be flexible to meet our customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound


• Be held accountable to our transactional and touchpoint net promoter scores; willing to learn and develop from your customer feedback


• Contribute to deliver objectives and be flexible to agreed business targets (including lead generation, cash collection, Direct Debit penetration OAM registrations, customer satisfaction, complaints and compliance).


• Identify and understand customer needs in order to provide a consistently high-quality service and effectively cross-sell British Gas products and services to enhance the customer experience and increase their retention


• Investigate, resolve and process customer enquiries to deliver customer value at first point of contact


• Effectively diagnose, investigate and resolve customer complaints to ensure delivery of an efficient and effective service to the customer; work with specialist teams to ensure they are handled and resolved in a timely manner


• Understand and adhere to the company and department standards, policies and procedures including Broker Strategy


• Ability to work as part of a team, sharing best practice, knowledge, resource and ideas.


• Prevent repeats by ensuring full resolution and customer satisfaction


• Identify any operational and regulatory risks, escalating as appropriate


• Operate customer related information systems to the required standard to maintain accurate and secure records.


• Adhere to the Competence and Training procedures, in particular, to promote a culture where customers are treated fairly and are properly informed


• Operate customer related information systems to the required standard to maintain accurate and secure records.
  
  A genuine passion for delivering Service Excellence, understanding what makes a great customer journey, tailoring your style


• An understanding of the Energy industry, and the processes and responsibilities in place for suppliers


• Ability to quickly and effectively diagnose reason for contact and establish the best treatment path through proactive problem solving


• Ability to communicate with customers via different channels including exemplary written and verbal communication


• Demonstrate positivity and enthusiasm about new and/or challenging tasks


• Remain composed and professional when dealing with challenging customers


• Adaptable to change, and flexible in acquiring new skills, in order to meet customer demand for new channels (e.g. digital), products and services


• Displays an ongoing commitment to learning and self-improvement


Work Experience

• Extensive experience in a customer facing role and target driven environment


• Demonstrate experience in identifying opportunities for improvement


• Knowledge of our range of products and services with a focus on the customer journey


• Computer literate in order to operate customer related information systems, Delivering outstanding service from the start of the customer journey through to resolution


• Being held accountable and learning from both touchpoint and transactional NPS feedback


• Diagnosing contact and establishing correct next steps


• Problem solver, with a can-do attitude


• Excellent organisational and time-management skills to successfully manage a high volume of events


• Managing inbound and outbound contact through a variation of different channels


• Flex between different workstreams in line with business requirements where appropriate


• Through effective questioning, maximise every customer contact to support business growth


• Shift coverage between 8am to 6pm Monday to Friday
  
  We are Centrica! We're so much more than an energy company. We're a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we're powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you're developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.


Your work here isn't just a job - it's a mission. We all play a vital role in energising a greener, fairer future.

Salary - £26,965.00 with a Quarterly Bonus