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Customer Service Advisor

4 weeks ago

Coventry, United Kingdom SHELL ENERGY RETAIL LIMITED Full time

**Job Title**:Broadband Retentions Adviser / Customer Service Advisor

**Team**:Broadband Sales

**Location**:Coventry Office with some home working

**Working pattern**:Full time - Rotational between 08:00 - 20:15 Monday - Friday with 1 in 3 Saturdays (start times 08:00, 09:00 & 11:45)

**Salary**: £21,850 per annum

**Start date**:24th April 2023

**Our Journey**:
At Shell Energy Retail Limited, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

**Your part in our journey**:
Our Broadband Sales team retain our existing Broadband customers by calling them when their package is up for renewal, along with offering them new products with Shell Energy. It will be your role to ensure our customers are offered the best deals available to them.

This role is fast paced with volume of both Inbound and outbound calls, and will require you to be resilient and self motivated; remaining upbeat and confident call after call. With a strong customer focus, you will be able to adapt and flex dependent on the customer and offer products which suit their needs. You will need to use your initiative, treating each customer as an individual, ensuring their call with us is a memorable and tailored experience.

**Your part in the team**:

- Confidently make outbound contact with customers to proactively notify them of exciting and competitive pricing around the broadband
- Drive business customer service by providing clear solutions that meet the customer's needs in order to retain their custom.
- Handle objections from customers looking to leave our service and convert them to advocates
- Ability to identify the features and benefits of particular broadband packages or additional products that we provide, and explain these clearly to customers when relevant.
- Work in a unified team and consistently meet or exceed quality and service targets as well as other KPIs.
- Exceed sales performance on a daily basis.
- Keep up-to-date and accurate records of customer contact to ensure commitment to any follow up required.
- Ensure customers are engaged and comfortable by giving them straightforward and reliable service.
- Aid customers where possible with basic service queries with a ‘right first time’ approach.
- Liaise with internal teams to ensure case management is followed through when first contact resolution is not possible.
- Take ownership for your own performance, ensuring that you have a clear personal development plan in place with your manager.
- Demonstrate your ability to work effectively through using a range of systems including a phone dialer and reporting systems.

**What you’ll need to help you make the best of the role**:

- Previous experience and comfort with working in a sales or target driven environment
- Be adaptable and able to change focus when required
- Excellent communication skills, and the ability to build strong rapport with a variety of different people/personalities
- Ability to employ appropriate listening and questioning techniques to identify our customers’ needs.
- Ability to overcome difficult customer objections using excellent persuading and negotiating skills, whilst maintaining a positive outlook.
- Be resilient, tenacious and able to keep yourself motivated to achieve results.
- Be able to demonstrate excellent attention to detail.
- Ability to stay calm and professional when in a challenging situation.
- Ability to carry out basic numerical calculations.
- Confident to manage your own workload and adhering to set time frames.
- Ability to use multiple systems (PC-literate).

**Nice to have’s**:

- Previous experience in an outbound/Inbound call centre role.
- Previous experience within the Broadband & energy industry.
- Previous experience within a highly regulated role.

**What’s in it for you**:
In order to give a great experience for our customers we provide the best training, development and ongoing support for our Customer Service Advisors and we’ll be there to help you settle into the role and grow within Shell Energy. We offer hybrid working to continue your support and alongside this we offer you:
Employee recognition scheme

25 days holiday plus the 8 bank holidays (increases to 26 days after two years service)

BUPA Private Healthcare and Cash Plan

Pension Scheme

Exclusive Retail Discounts (from nearly 900 retailers)

Company maternity/adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees.

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