Customer Centre Advisor

Job Description

A fantastic opportunity has arisen to join a leading utilities company as Customer Centre Administrator working for our client, this is a full-time shift working role within a call centre which could lead to a permanent role and career progression.Working an average 37-hour week over a 9-week shift pattern. Your shift pattern will consist of 6 days on and 3 days off consisting of 3 days 07:00-15:30, the following 3 days 14:30-23:00 with the following 3 days off. Your shifts will be published in advance,so you know what you are working.Overtime opportunities may also be available.Opportunities to secure a permanent contract after 6 months.Pay:Shift working £13.36 Per hourStart date will be 6th February 2023 with 3 weeks training Mon-Fri 8am-4pm, after which you will move to a shift pattern with a further 3 weeks training. Your training will be based at their brand-new purpose-built building located on Ansty Park in Coventry.About the Role:We are currently recruiting for customer service representatives to join our fast-paced call centre, responding to incoming calls to the National Gas Emergency Service, providing a 24/7 service, safeguarding life and property. We are on an exciting journeyof growth and evolution, one that has already seen us transform ourselves in so many ways and is uniting us through a shared sense of purpose and direction.The role will involve you providing a high level of customer service, providing support and guidance to our customers who have emergency situations, an enquiry or complaint linked to Emergency, Response & Repair and Connections processes. There will be opportunitiesto gain multiple skill sets as you progress supporting you with your development.You will start your journey at our brand-new state of the art Ansty office (CV7 9JU). This is in the top 25% of new buildings this year exceeding all sustainability regulations. It is one of the most environmentally friendly offices in the UK.The site boasts free on-site parking including 67 electric vehicle charging points, chill out areas inside and out, coffee bar, onsite restaurant and a gym that is kitted out with all the latest equipment which is free to use. A wide range of health andwellbeing services, engagement activities and employee support groups are also available.Your day-to-day duties will include:

• Handling customer calls to the National Gas Emergency Service
• Working in a high-pressure environment with a high volume of incoming calls and maintaining a calm and professional manner
• Creating and submitting accurate work orders
• Applying customer service techniques to handle all customer calls
• Maintaining excellent working relationships with the business, and immediate colleagues
• Demonstrating knowledge of processes and activities where applicable
• Liaising with internal and external stakeholders for customer resolution

About You:

• Exceptional active listening skills
• Strong communicator who takes and articulates decisions routinely and confidently
• Understanding of our client and the different services which we provide to our customers
• Demonstrating strong interpersonal skills with an ability to build relationships with internal and external stakeholders and customers
• Experience of delivering excellent customer service, demonstrate a strong customer focus and can actively listen to customers
• Have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation
• Ability to use appropriate questioning to identify exact customer needs and explain what is involved in the process
• Ability to provide written communication
• Computer literate
• Experience using Microsoft Office packages
• Utilising the systems required to maximise their effectiveness

Be part of something big. Help shape the future of gas for generations to come.