Customer Service Advisor

3 weeks ago

Leicestershire, United Kingdom British Gas Full time

You'll be working as a Customer Service Agent within our British Gas Business Call Centre, supporting, and resolving customer enquiries who are running their businesses.

The main purpose of your role will be to investigate and resolve high level customer complaints that have been escalated via senior internal stakeholders or third-party consumer support agencies across British Gas Business. Naturally you should and have fantastic communication skills both written and verbal.

We use Voice, Chat and Text to communicate so you'll need to be familiar with these. This department is fast paced, and at times can be high pressure. Your resilience, agility and ownership skills are key to this role. Working here is - 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.

Office based training for up to 8 weeks (8.45am-5.00pm). Office attendance is essential within this time. When you're training is complete this is a Hybrid Working opportunity with a mixture of home and Office

  • Hours - Monday to Friday, range of shifts between 8am - 6pm
  • Salary - 26, 965 + annual bonus of up to 16% paid quarterly.

What does your day to day involve?

  • Management and accountability of a portfolio of queries or complaints from customers who have contacted or escalated their issue(s) due to dissatisfaction with prior channels or experience.
  • Managing workloads with diligence, and fully deliver resolutions in line with regulated timeframes to prevent further delays and escalation.
  • Where appropriate, determine and implement financial adjustments (i.e., goodwill compensation) to mitigate potential reputational and financial exposure.
  • Effectively diagnose, investigate, and resolve customer complaints and queries by using internal and external sources to drive effective resolution at the earliest opportunity.
  • Provide enhanced advice and assistance to customers with ability to pay/affordability issues, using bespoke debt management tools and utilising specialist referral pathways.
  • Ensure the customer's account data is accurate and provide health checking; ensuring data is up to date and supporting with options such as better suited payment methods or online account management. Adhere to quality, compliance, and business policies at all times in order to protect customer's data and our business whilst identifying any operational and regulatory risks, escalating as appropriate.

To be successful in this role you'll require the following capabilities and expereince.

  • Understanding of a customer service and complaint escalation and resolution process.
  • Resilience and Confidence to be able to manage demanding situations that often involve tight deadlines.
  • Demonstrable knowledge of being able to prioritise tasks and plan effectively to meet deliverables, whilst having ongoing activity
  • Worked and communicated with varying types and levels of customers and senior stakeholders, to be able to represent the business with professionalism and credibility.
  • Effectively share information and knowledge assertively while showing empathy, especially in sensitive situations like debt or mental health challenges.
  • Adapt to change and work both independently and flexibly.
  • Understand when and how to escalate issues to leadership.
  • Make balanced financial decisions using empowerment to achieve mutually beneficial outcomes.
  • An ability to communicate with customers through various channels, showcasing exemplary written and verbal skills.
  • Maintain exceptional grammar and tone, especially in formal communications with external influencers (e.g., MPs).
  • Learn and investigate complex queries, handle pressure, and manage challenging workloads.
  • Utilise internal and external systems and tools with a strong understanding of the energy industry.
  • Diagnose reasons for contact and determine the best resolution path.
  • Exhibit strong negotiation and influencing skills.
  • Make fair decisions that balance customer needs and commercial impact.
  • Stay composed and professional when dealing with challenging customers.
  • Commit to continuous learning and self-improvement.

We welcome applications from anyone with energy, enthusiasm, and an absolute passion for delivering amazing customer service Oh, a good internet connection is important too for when you are working from home. We'll supply all your IT equipment- you'll just need a desk, a comfortable chair.

"As part of our selection process to find the best people to join our team, when you apply for this role externally you receive a link to complete an online mandatory exercise, your application cannot be considered until this is completed. This is to help us assess your suitability or the demands of the role."

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