Customer Complaints Adviser

7 months ago

Leicester, United Kingdom Centrica Full time

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**.

**The Role**

British Gas Energy Business Complaints in Leicester (BGEB) is the last stop before a customer progresses their disagreement to the Energy Ombudsman. 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 BGEB do. We all play a vital role in **energising a greener, fairer future**.

This role requires experience in turning a poor customer experience into a positive. Intuitive individuals with great investigative skills. For this role we would like people with organisational and time management skills to successfully manage incoming volumes. Agile having a willingness to learn and flex between workstreams with full support and when appropriate.

Our department has flexible working between home and our Leicester Spinneyside office at Grove Park LE19. A mínimal requirement of twice a month; once for a departmental engagement day and once for team day, otherwise, you will only need to be available to work from the office if required, particularly for training, development, or important cascades.

There will be 3 to 4 weeks full time, office based training (Mon-Fri 8.45am to 5.00pm.) After training the department is open Monday-Friday 8.00am to 6.00pm and your shift will fall in between these hours (37 per week)

**Our Culture**

Our department has defined inhouse career paths and development opportunities. Benefit from joining a department with a focus on creating career progression. 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. Working here is **#MoreThanACareer** - we’re powered by purpose.

We love our customers, join a department that puts the customer first. We will support you with the time, tools and skills to do flourish in this role. We’re energetic, enjoying what we do, learning and sharing best practices.

**Key Skills**

A genuine passion for delivering great customer service and ability to develop relationships at all levels. Excellent organisational skills to successfully manage the requirements of your customers and the role. An understanding of the Energy Industry, and the processes and responsibilities in place for suppliers. Ability to diagnose the reason for contact quickly, and effectively. Taking accountability and establishing the best treatment path through proactive problem solving. Ability to communicate via different channels including exemplary written and verbal communication. Adaptable to change, and flexible in acquiring new skills. Demonstrate positivity, with an ongoing commitment to learning and self-improvement.

**Work Experience**

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. Demonstrate experience in problem solving and coming up with solutions.

Working here is **#MoreThanACareer** - we’re powered by purpose.

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it_**

**PLEASE APPLY ONLINE** by hitting the '**Apply**' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.

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