Complex Team Agent

1 week ago

Warwick, United Kingdom Calor Gas Ltd Full time

**Job no**: 508937
**Work type**: Permanent
**Location**: Warwick
**Categories**: Finance

**Complex Customer Team Agent**

Tachbrook Park (Hybrid)
Permanent, Full-Time
£25,000 - £29,000

**About the Role**:
We are looking for a highly motivated and customer-focused **Complex Customer Team Agent** to join our team based at Tachbrook Park.

This is a pivotal role supporting some of our most complex customers—those with unique requirements that cannot be managed at a regional level. You will take full end-to-end ownership of a portfolio of accounts, including onboarding, query resolution, payment management, and debt collection.

You will work in a dynamic, real-time environment, helping to shape and uphold high service standards, performance targets, and quality outcomes. This is a fantastic opportunity for someone who thrives on variety, ownership, and customer engagement.

**Shift Pattern**:
You will work on a rotating schedule with shifts of:

- 8:00am - 4:30pm
- 8:30am - 5:00pm
- 11:30am - 8:00pm

You will also work one Saturday out of every seven (9:00am - 1:00pm) and one Bank Holiday per year. For any Saturday or Bank Holiday you work, you will receive time off in lieu.

**Key Responsibilities**:

- Manage a portfolio of complex customer accounts from setup through to debt recovery.
- Proactively resolve customer queries, using strong objection-handling skills to navigate challenging conversations.
- Collaborate with the collections team on debt handovers as per the defined process.
- Ensure CRM systems are accurately updated to reflect customer interactions and account status.
- Maintain strong working knowledge of all relevant processes, adapting quickly to changes.
- Identify and escalate issues preventing payment or debt resolution.
- Negotiate and validate payment plans where applicable.
- Monitor and respond to payment trends, escalating as needed for credit checks.
- Provide regular performance updates and key indicators to team leads.
- Champion process improvements and raise opportunities for change where identified.

**Key Skills & Experience**:
**Essential**:

- Proven experience in customer service, payment processing, and debt collection.
- Confident communicator with strong interpersonal and objection-handling skills.
- Resilient, proactive, and able to work to personal and team targets.
- Strong organisational skills and attention to detail.
- Able to prioritise tasks and use initiative in day-to-day responsibilities.
- A collaborative team player who contributes to team success and KPI achievement.

**Desirable**:

- Working knowledge of SAP and Salesforce.
- Experience within a service-based or debt collection team.

**Why Apply?**:
This is an excellent opportunity to step into a customer-facing role with real responsibility, autonomy, and the chance to make a tangible impact on customer satisfaction and business performance. If you are passionate about delivering excellent service, solving problems, and driving process improvements, we’d love to hear from you.

**Advertised**: 15 Aug 2025 GMT Daylight Time
**Applications close**: 29 Aug 2025 GMT Daylight Time

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