Customer Support Training Specialist

4 weeks ago

Cardiff, Cardiff, United Kingdom British Gas Full time £26,965
Salary and Benefits

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

As a member of the British Gas Home Service team, you will handle a variety of inbound inquiries from customers in need of assistance.

Role Overview

We seek individuals who are dedicated to providing exceptional service to our clients and stakeholders. Customers may reach out regarding issues such as boiler malfunctions, heating failures, appliance repairs, or water leaks. Additionally, you may assist customers in renewing their insurance policies, where sales and retention are key components of the role.

Your role will involve:

  • Scheduling the most appropriate appointments for our skilled technicians.
  • Resolving customer inquiries and complaints related to appointments and accounts.
  • Offering customers various options to help maintain their homes.

Your voice will be the first point of contact for customers seeking urgent assistance or help with their insurance policies.

Candidate Profile

We welcome applications from individuals who embody the right values and behaviors, possess a genuine passion for customer service, and have the confidence to promote our comprehensive homecare product offerings.

Work Environment

Our organization is agile, with clearly defined career paths and development opportunities. Our services department operates seven days a week to ensure availability for our customers' needs. Shift patterns have been designed to support these requirements.

Before commencing your role, you will have the opportunity to select from available shift patterns. Please note that some shifts may require evening and weekend work.

Training and Flexibility

Your training will take place at our office for a minimum of eight weeks, during which holiday requests will be limited. We are looking for candidates who can work flexibly from home but are able to commute to the office a few times a month after the training period. This arrangement may change based on business needs, so please ensure your commute aligns with your work-life balance.

Compensation Package

We offer a competitive salary package along with flexible working options. After gathering feedback from our employees, we have tailored our well-being and benefits package to meet their needs, which includes:

  • Employee Energy Allowance
  • Contributory Pension Scheme
  • Private Medical Coverage & Life Assurance
  • 33 Days Holiday Allowance with the option to buy/sell up to 5 additional days
  • A wide range of flexible benefits, including technology vouchers and travel insurance

All necessary IT equipment will be provided; you will need a suitable workspace at home with a desk, comfortable chair, and a stable wired internet connection (10 Mbps or greater).

Selection Process

As part of our selection process, candidates will be required to complete an online situational judgment exercise to assess their suitability for the role.

We look forward to welcoming individuals who are eager to contribute to our team.

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