Customer Service Representative

1 week ago

Cardiff, Cardiff, United Kingdom Calor Gas Full time

Contact Centre Advisor

£23,400 to £23,500 plus £1,800 London Weighting per annum

The Customer Experience team at Calor Gas is seeking a skilled and proactive Contact Centre Advisor to provide exceptional customer service via phone and written correspondence. As a primary point of contact, you will directly resolve customer issues on first contact where possible.

Key Responsibilities:

  • Conduct thorough risk assessments and make informed decisions to resolve customer calls efficiently.
  • Meet quality standards, targets, and service levels to ensure exceptional customer experience.
  • Accurately record and track customer interactions in the CRM system.
  • Administer customer accounts in a timely and accurate manner to prevent re-work.
  • Respond to customer complaints, research, and resolve issues within given parameters.
  • Collaborate with the team, TLs, and other departments to achieve shared goals.
  • Deliver and maintain team performance targets.

Requirements:

  • Excellent communication and interpersonal skills.
  • Strong sense of ownership and accountability.
  • Well-organized and able to work in a fast-paced environment.
  • Excellent attention to detail.
  • Good IT skills.

Benefits:

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

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

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