Customer Resolution Agent

Job Description

Location - Leeds - This is a permanent full-time position (37 hours per week)This is a hybrid role, were looking for people who can commute to our Leeds office and work from home. To get the most out of your training and grad bay experience youll be asked to attend the office in person for the majority of the first 8 weeks. Afteryour training and grad bay period we take a flexible approach to working with some time throughout the month spent connecting with your team onsite.Heres the address: New Bridge House,2 Leeds City Office Park,LeedsLS11 5BDStart date January 2024Salary £24,945 per annum+ annual bonus of up to 16% (paid quarterly)Shift patterns

• During training, your hours will be 0900-1700 Monday to Friday
• After training, your shift will fall between 0800-1800 Monday to Friday, and youll be advised of your 37 hours weekly shift during your training period

• We have a FlexFirst policy for hybrid working. FlexFirst is about working flexibly between home and offices, not home working. There will be an expectation set out by your manager on when youll need to come into the office. Please be aware, your contractis office based.
• To get the most out of your training and grad bay experience youll be asked to attend the office in person for the majority of the first 8 weeks. After your training and grad bay period we take a flexible approach to working with some time throughout themonth spent connecting with your team onsite.

About UsAt British Gas our customers and our colleagues are our priority.Our job is to remain focused on delivering our purpose to help customers live, sustainably, simply, and affordably. Its what we do best. Were proud to live our values every single day. We care. Were courageous. We collaborate with each other.What youll be doing

• Youll be working as a Customer Resolution Agent within our British Gas Residential Energy Division. This is a customer- facing role, dealing with gas and electricity enquiries for our Pay As You Go Energy (PAYGE) customers, including complaints over call.
• PAYGE customers have a prepayment meter that requires customers to pay for energy before using it. In your role, youll complete training to support these customers.
• Youll be responsible for solving a range of enquiries from our residential PAYGE customers politely and efficiently; whether that involves dealing with a billing query, responding to a change of address, or retaining customers who are thinking of leavingus.
• Youll be empowered to make decisions that are right for our customers and business leading to reaching suitable outcomes based on each customers individual circumstances; every customer is different.
• Youll take ownership of each customer, getting to the heart of the query, deciding the best course of action, and providing the kind of service that earns our customers trust.
• The right candidate will have excellent customer service skills to support our vulnerable customers in a cost-of-living crisis.
• Were constantly improving our processes and systems to best support our customers, so youll go through upskill training activity regularly to support you through this
• Were in the midst of changing our billing system for customers, which means that at some point youll go through a period of training once our customers have moved from one system to the other
• Were committed to embed a culture of Continuous Improvement by identifying and implementing small changes in our day-to-day roles which will improve the customer and colleague experience

The skills we need from you

• Your absolute passion and flair for delivering amazing customer service should be one of your motivational drivers
• Speaking to customers all day can be difficult, so we need resilient people with lots of energy and enthusiasm to deal with the different types of enquiries we receive every day
• Your patience and understanding speaking to customers who have been impacted by the cost-of-living crisis
• Youll handle customer cases in scheduled time during your day, so your time management and organisational skills need to be on point
• This department is super-fast paced and, at times, can be high pressure so your resilience, agility and ownership skills are key to this role
• To manage change in an ever-evolving energy market
• You should have fantastic communication skills both written and verbal, and well be assessing you for these skills throughout our recruitment process
• Youll need to be digitally savvy as you will be working across multiple complex systems
• Providing the right solution first time is a key focus of in all roles to ensure we deliver against our promises
• We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this
• Youll also need the confidence to escalate any issues or process improvements to the wider business areas

What else youll need: When you work from home you will need a reliable broadband speed. We ask that its at least 10mbps download and similar upload speed. Youll also need a suitable home working environment (well provide the computer equipment, but you will need a suitabledesk space with no interruptions or distractions).Lets talk benefits

• Private Medical Cover
• Holiday Allowance - 25 days holiday per year + bank holidays
• Life Assurance
• Contributory pension
• A superb selection of fabulous flexible benefits
• Occasional office commute - thats got to be good for your wallet and the planet!
• Opportunity to develop your skills for future career development.

Youll need the Right to Work in the UK so a passport or a birth certificate and proof of National Insurance are essential. A credit check will be arranged to ensure you meet our employment criteria.Well also ask you to complete a Basic Disclosure Checkand of course well collect your previous employment references as standard.

Keyskills :
ConsumerCustomerSupportServive