Customer Service Representative

**JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY ARE A PART OF.**

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.
Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.
Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset

**CUSTOMER SERVICE ADVISOR (UTILITIES)**

**Start Date**:Monday 11th November 2024

**Salary**: £26,375 OTE (£12ph + Performance Bonus)

**Working hours**:37.5 hours per week, 5 days per week - No Weekends

Monday to Friday, 9.30am - 5pm.

**Location**: Hybrid (Glasgow City Centre Location 1 day a week /Remote 4 days a week) Please note Training will be full time in Site for the first 3 weeks.

**Responsibilities**:

- Handling Inquiries: Responding to customer front office inquiries, requests, and complaints in a timely and professional manner.
- Problem Resolution: Resolving customer issues efficiently and effectively, aiming for first-contact resolution whenever possible.
- Providing Information: Offering accurate information about products, services, policies, and procedures to customers.
- Maintaining Records: Documenting customer interactions, transactions, and complaints accurately in the company's database or CRM system.
- Handling Escalations: Escalating complex or unresolved issues to higher-level support or management when necessary.
- Adhering to Policies: Following company policies and procedures while delivering high-quality customer service.

**Role Requirements**:

- Proven experience in a Customer Service/Complaints role preferably in a customer centric environment.
- Excellent communication and interpersonal skills - written and verbal communication.
- Ability to work independently and as part of a team.
- Goal-oriented with a drive to succeed in a competitive environment.
- Familiarity with CRM software and complaints management tools
- Persistent and resilient attitude towards rejection and challenges.
- Adaptability to quickly learn about new products and industries.
- Ability to work under pressure and meet tight deadlines.

**Benefits**:

- Comprehensive Training with experienced Trainers
- ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more
- Loyalty Bonus - Opportunity to earn up to £1,400 per year for your commitment to Huntswood
- Colleague Recognition Scheme - Become a Huntswood Hero
- Regular colleague engagement activities where you could earn additional incentive
- Access to an online Well-being centre that has a variety of tools to nurture your overall health
- Free Fruit, Tea, Coffee & Hot Chocolate on site
- Discounted Premium City Centre Parking
- Refer a friend scheme (earn £1000 for each person you refer)
- Mentorship program to grow and develop within the company

In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.
- Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law._

**Job Types**: Full-time, Permanent

Pay: Up to £26,375.00 per year

Additional pay:

- Loyalty bonus
- Performance bonus

**Benefits**:

- Company pension
- Employee discount
- Employee mentoring programme
- On-site parking
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- No weekends

**Experience**:

- Contact Centre: 2 years (required)
- Utilities: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

**Location**:

- Glasgow (required)

Work Location: Hybrid remote in Glasgow

Expected start date: 11/11/2024