Customer Service Liaison

4 days ago


StocktononTees, Stockton-on-Tees, United Kingdom Calor Gas Full time

As a Contact Centre Advisor at Calor Gas, you will provide a primary point of contact for external customers via the phone and in written correspondence.

The Customer Experience team are looking for an engaging and proactive individual to directly resolve matters on first contact where appropriate.

Key responsibilities will include:

  • Undertake an initial on the spot risk assessment and make quick decisions to resolve a call
  • Work to set quality standards, targets and service levels
  • Maintain accurate records by logging and tracking all calls in the CRM system
  • Undertake administration of customer accounts ensuring requirements are processed in a timely and accurate manner to avoid re-work
  • Be receptive to complaints or problems, research, resolve customer complaints within given parameters, and be aware of possible solutions to make informed decisions and own the problem
  • Be able to work and co-operate as part of a team, assisting and supporting colleagues, TL's and other departments, when necessary
  • Delivering and maintaining team performance targets

Requirements for the role include:

  • Excellent communication and interpersonal skills
  • A strong sense of ownership
  • Be well organized and able to work in a busy fast paced environment
  • Excellent attention to detail
  • Good IT skills

We offer a range of benefits including:

  • 25 days annual leave
  • Holiday Purchase Scheme
  • Private medical insurance (single cover)
  • Company pension scheme (Salary sacrifice - single matched contributions to for first 2 years, up to after 2 years)
  • Discounts/Cashback/Offers from major retailers

To be considered for the role, you must be eligible to live and work in the UK.



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