Customer Care Advisor

2 weeks ago

Leicester, United Kingdom M Group Services Full time

**Morrison Energy Services **is recruiting for a **Customer Advisor** to work on our **London CMO **contract in **Leicester**

As a **Customer Advisor** you will be part of our **Customer Care Team **who are responsible for the handling of complaints and enquiries**.**

The job purpose is to provide customer service, to the highest standards, professionally, promptly and ensuring we leave our customers with high levels of overall satisfaction and to support in the management of enquiries and complaints to deliver an exceptional experience for customers on behalf of the London CMO, working on behalf of Cadent Gas.

**As the Customer advisor your responsibilities will include**:

- Handle Enquiries within Cadent SLA’s
- Enquires and Complaint handling
- Management of complaints to ensure complaints do not fail set measures
- Establish and maintain a good professional working relationship with Cadent
- Maintain accurate data records in the client work management system
- Support the wider team in the delivery of excellent customer service
- To follow defined work management processes at all times
- Carry out any other duties appropriate for a position of this nature
- To identify and escalate potential customer issues to the Customer Manager _before _problems arise
- Handle enquiries/complaints effectively, according to our procedures and within target timescales
- Ensure that the customer is completely satisfied with our service, and they are left with a good, lasting impression on behalf of Cadent
- Maintain a good relationship with each customer you deal with

**Skills & Knowledge Requirements**
- Committed to putting customers first and achieving high levels of satisfaction
- Managing difficult conversations over the telephone from customers
- Empathic, able to see someone else’s point of view
- Recognising and adapting to individual needs
- Patient and attentive, with good active listening skills
- Articulate and good at explaining things
- Pro-active enquiries and complaints handling
- Able to diffuse conflict and find a win/win solution
- Organised and punctual
- Thorough, with good record keeping
- Keeping customers informed and updated
- Adopt positive language and a ‘can do’ approach to customer challenges
- Thoughtful and considerate of customers
- An ambassador for the CMO and the Cadent brand.
- Work with team to deliver a great experience for customers.
- Take personal responsibility for delivering exceptional customer experiences
- Engage, include, understand and respond to customers
- Respect customers busy lives and make sure promises are delivered
- Be proud to show up and celebrate customer values
- Encourage, support and reward doing the right thing for customers
- Taking ownership of tasks through to completion

**Additional Information**
- Experience in a busy customer service team, with clear evidence of achievements
- Communication with a wide-ranging spectrum of general public and client colleagues
- Enquires/complaints handling
- Performing in a busy and demanding office environment on complex work management databases
- Knowledge / experience of working in utilities industry - desirable
- Gas experience - desirable
- IT literacy, including Microsoft Office - essential

**What’s in it for you?**
- 25 days' annual leave plus 8 days' bank holiday
- Pension scheme
- Life Assurance

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