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Customer Service Advisor

2 months ago

Cardiff, Cardiff, United Kingdom Centrica Full time

Job Description

Salary - £26,965 + quarterly bonus of up to 16% of your salary

Start Date - 1st July 2024

The Role

As a British Gas Home Service team member, you'll be taking a range of inbound calls from customers who need us most. We are looking for individuals that are passionate about delivering outstanding service to our customers and stakeholders. We would like people who enjoy conversing with customers, listening and problem solving to put the customer needs at the heart of what we do. We all play a vital role in energising a greener, fairer future.

What you'll be doing

Customers may be calling with a boiler breakdown, no heating, an appliance repair, or a water leak or maybe they are calling to renew their insurance policy with us where sales and retention play a key part of the role.

Solving for all our customers is our priority. Whether that's finding the most suitable appointment for one of our skilled engineers to attend, working to resolve customer appointment and account queries and complaints or providing options to your customers on ways that we can help look after their home. Your voice will be the first voice a customer hears when they contact us with their emergency or need help and assistance with their insurance policy.

Naturally you should and have clear, empathetic, and calm communication skills both written and verbal. You'll need to be digitally savvy to maintain secure, accurate customer records across a wide range of internal systems. We welcome applications from anyone with the right values and behaviours and an absolute passion for customer service and confidence to promote our extensive homecare product range.

Our Culture

We're proud to live our values every single day. We Care. We Deliver. We're Agile. We're Courageous. We Collaborate.

Our business has defined in house career paths and development opportunities. We encourage individuals to learn, grow and acquire new skills. We want you to reach your full potential. We believe that if you do well, so will our customers and our business will grow.

Our working hours

Our services department is open 7 days a week to ensure we are available when our customers need us most. Our shift patterns have been tailored to support us in meeting these requirements.

We will be able to offer you a choice of our available shift patterns before you start with us, these vary and may include the occasional late shift and/or one day at a weekend on rotation. We can talk to you more about these once your application is received.

Your training will take place at our office for a minimum of eight weeks (holiday during this period is very limited.) We're looking for people who can work flexibly from home but commute to our Cardiff office up to 2/3 times a month after your training period. This may change subject to business requirements so please make sure your commute is manageable and fits in with your Work Life Balance.

What you can expect from us

We offer a fabulous salary package and flexible working options, and after listening to what matters most to our people, we have tailored our well-being & benefits package around our employees. Here's a selection of some of our amazing benefits:

  • Employee Energy Allowance
  • Contributory Pension scheme
  • Private medical cover & Life Assurance
  • 33 days holiday allowance and the option to buy/sell up to 5 additional days
  • Plus an excellent range of flexible benefits, including technology vouchers & travel insurance

We will supply all your IT equipment - you'll just need somewhere to work uninterrupted at home, with a desk, a comfortable chair and a stable, wired internet connection (10mps or greater)

To apply

As part of our selection process to find the best people to join our team, when you apply for this role you will be asked to complete an online mandatory situational judgement exercise. This is to help us assess your suitability in terms of drive and capability for the demands of the role.

If you're looking for an exciting opportunity to join the team in the next few weeks, don't hesitate, apply today for an immediate response. Working here is #MoreThanACareer - we're powered by purpose.

Please ensure you have the legal Right to Work in the UK. We will carry out financial, criminal record and reference checks before you start working with us.