Customer Service Advisor- Vulnerable Customers

2 weeks ago

Birmingham, United Kingdom Sigma Connected Full time

We are seeking **experienced customer service advisors for our Domestic Credit and Direct Debit Teams to work from home**. You’ll be taking calls from vulnerable customers with a range of queries around their utility usage

**You will ideally have worked in any of the areas below**:

- Customer Service (Call Centre)
- Energy
- Financial Services
- Utilities Gas/Electric
- BPO (Business Process Outsourcing)

**You will train and work from the comfort of your own home**

We will provide the computer and kit to get you started, you will also need to check that you have the below to be able to work from home:

- You’ll also need to be able to connect to WIFI (preferably ethernet/wired connection) to access our systems.
- A smartphone on a UK network to download an app to give you dual security when logging into your work laptop (you don’t need to use your own mins/text/data)

**Day to day duties**:
The current Gas and Electric market is challenging at the moment with the 54% Price Cap increase in April ‘22 it has meant that bills have increased and many households are struggling.

We expect the Price Cap increase due in October ‘22 will push further pressure onto all utility customers and therefore we are looking for confident communicators that can advise, signpost and empower customers to manage and understand their own usage, proactively reducing this and ensuring that their bills remain affordable.

Duties could include, but not limited too:

- Billing queries (Taking meter reads, explaining bills to customers)
- Supporting customers who cannot afford to top up on their prepayment meter, discussing credit advances and agreeing debt recovery rates
- Successfully addressing customer energy consumption concerns, explaining consumption and energy efficiency measures that can help customers lower their bills
- Resolving complaints at first contact where possible, relating to billing errors, failed metering appointments etc
- Discussing customer vulnerability, priority service register and providing appropriate solutions/sign posting
- Gaining customer agreement for Smart meter installation and working to targets associated with this
- Identifying interest for added value aspects e.g. converting single fuel customers for dual fuel and promoting additional services such as boiler cover

**Experience**
- You need to have experience of Customer Service within a Call Centre
- It would be advantageous if you have experience of working within the Gas and Electric sector
- SMART meter experience would be desirable (but not expected, you will get full training)
- Confident using multiple IT alongside a telephony system in an energy environment to service customer needs and analyse account and billing information e.g. systems such as Junifer, Kraken, SAP, Ecoes, Xoserve and Outlook

**You are**:

- A confident verbal communicator and can adapt your communication approach to meet different customer needs
- Resilient, pragmatic and enjoy an environment of high expectation, high reward and being challenged
- Motivated either by achieving targets/bonus or by delivering great experiences and being rewarded via recognition/feedback
- Someone who thrives in a WFH environment, confident to reach out when needed for support and build relationships with team mates remotely
- Someone who flourishes taking ownership and has a passion for decision making and problem solving

**About Sigma, part of the Digicall Group**

Our business revolves around Business Process Outsourcing - we help run business’s more effectively and efficiently by taking responsibility for various processes.

At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.

Sigma is part of the Digicall Group which is a preferred service partner providing a range services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management and tailor-made bespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.

**Diversity and Inclusion**

Sigma Financial Group is committed to promoting a diverse and inclusive workplace.

We have a range of inclusive employment policies, employee engagement forums, an employee continuous improvement project, wellbeing facilities, mental health first aiders and an employee assistance programme to support all our people irrespective of background.

We are proud to be a disability confident committed employer and a member of the mental health charter.

Our aspiration is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel valued and able to give their best.

**Mission Statement**:
Our new mission is To improve everything Always We’ll do

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