Customer Resolution Advisor

**Customer Resolution Advisor**

**Location**: Cardiff or Leicester

**Salary**:Competitive

**Overview**

To support an energy and connections customer, current or future, from first call to sale completion, working with third parties and internal businesses to ensure customer needs are met and appropriate industry systems are updated.

The advisor will sell the most appropriate electricity request and support with any services product to meet the customer requirements, whilst promoting additional products that may assist to increase the profitability of the business, whilst ensuring we are treating customers fairly.

**The Role**
- Frontline role working in a team of approximately 10.
- Targets set in line with specific business area.
- Performance Related Commission Scheme.
- Responsible for negotiating siteworks prices and energy contracts where necessary and handling customer payments/account details.
- Responsible for negotiating refunds where necessary and handling customer payments/account details.
- Effective networking and partnering with other operational teams and peer group to resolve issues.
- Effective networking with wider business teams.
- Sharing best practice and implementing solutions to improve overall service levels.
- Team members to lead, inspire and support each other to achieve business results.
- Build and maintain effective working relationships with our service providers.

**Accountabilities**
- Deliver an exceptional customer sales service to new and existing customers, adhering to legal requirements.
- Encourage a customer focused culture and right first-time approach.
- Effectively acquire and manage a portfolio of customers to grow the profitability of the department.
- Provide accurate information on products and services, providing a reliable and trustworthy customer experience.
- Provide solutions that influence customer complaints, enhance brand reputation and improve process efficiencies to increase customer retention and loyalty to maximise sales opportunities.
- Ensuring clear communication of industry procedures, timescales and policies to manage customer’s expectations delivering an exceptional service.
- Understand and deliver against personal and business performance targets.
- Liaise with colleagues across Connections and Metering and wider businesses to ensure the customer receives a right first-time experience.
- Operate information systems to the required standard to maintain accurate and secure records.
- Understand and adhere to the company and department standards, policies and procedures.

**The Person**
- Positive and driven approach to their day-to-day role with the ability to self-manage.
- Experience in identifying customer requirements and promotion of products that meet those needs.
- Experience in building relationships with colleagues to deliver an excellent right first time customer service.
- Positive role model that leads by example and demonstrates an energetic approach that inspires others and continually seeks self-development.
- Can display an ability to identify possible improvement opportunities to help deliver required service levels.
- Track record of high performance levels and target achievement.
- Experience in dealing with complex customer enquiries and providing appropriate solutions.

**Essential Skills**
- Competent level of common IS systems, e.g. Microsoft Office, Internet based CRM systems.
- Good standard of verbal and written communication skills.
- Good level numerical skills.
- Able to learn new systems and operational processes quickly.
- Experience of customer service and query resolution.

**Education**:

- Gas & Electricity industry knowledge.
- High level of Customer service skills.
- An understanding of our Industry partners’ policies and procedures.
- Previous Sales experience in a call centre environment.
- Problem solving to ensure resolution of customer queries and complaints.
- Ability to deliver required targets to a high quality, in a timely manner and in line with customer and business requirements.
- Ability to identify opportunities for service and process improvement.

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap across the technology sector and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it_**

**PLEASE APPLY ONLINE** by hitting the '**Apply**' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitme