Customer Service Representative

2 weeks ago

Stockport, Stockport, United Kingdom Centrica Full time

We are Centrica, a family of brands revolutionising a cleaner, greener future. As a Customer Service Representative, you will be a vital part of our team, working to deliver exceptional customer experiences and ensuring our customers have a fantastic experience with us.

Your role will involve working as a Customer Resolution Agent within our British Gas Residential Energy Division, dealing with gas and electricity enquiries and complaints, taking calls throughout the day. You will be a tech adopter and have end-to-end accountability for the management and resolution of customer contact received.

This is a customer-facing role, where you will have overall case management responsibility for your customers, escalating issues where necessary, managing your customers' expectations until you reach a resolution. You will be allocated a set amount of time each week to manage your customer case load, and you will be given the autonomy to manage your cases to ensure timely resolution for your customers.

We are looking for passionate individuals who want to deliver first-class service for our customers, with a drive to making a real difference as we move towards a net-zero future. You will need to be resilient, agile, and have ownership skills to thrive in this fast-paced environment.

As a Customer Service Representative, you will be empowered to make smart and effective decisions by placing your customer at the heart of everything you do. You will receive regular upskill training activity to support you through this, as well as access to knowledge articles to support your enduring ability to access guidance and know-how.

We are committed to embedding a culture of Continuous Improvement by identifying and implementing small changes in our day-to-day roles which will improve customer and colleague experience.

Key skills we are looking for include:

  • Fantastic communication skills, both written and verbal
  • Ability to see the bigger picture in terms of balancing customer outcomes and business needs
  • Highly organised, with the ability to manage high volume and competing priorities
  • Resilience, agility, and ownership skills
  • Digital savvy, with the ability to work across multiple complex systems
  • Ability to balance empathy and professionalism

We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this.

Applicants will need to have the right to work in the UK, have lived in the UK continuously for the past 3 years, and be a resident in England. They will also need to have or achieve Level 1 English and Maths and to have taken Level 2 English and Maths tests prior to completion of their Apprenticeship.

We are an equal opportunities employer and welcome applications from all age groups. We are committed to promoting diversity and inclusion and are not looking for people to fit into our culture but to add to it.

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