Customer Service Representative

**CUSTOMER SERVICE REPRESENTATIVE**

**Salary £21,000.00 PLUS bonus AND benefits**

**Full time opportunities with rotating shift patterns**

**Based at either our Cardiff or Llanelli office - whichever suits you best**

Are you an experienced **Customer Service Advisor** or **Contact Centre Agent **looking for something 'more’ in your next role? Are you passionate about helping people and want to make a genuine difference to people’s lives, particularly those who may be in vulnerable circumstances? Do you have a can-do attitude and a desire to deliver excellent levels of customer service?

Yes? Then why not join our team at **Sonex Financial**

**Who are we?**

**Sonex Financial** is part of the Lantern Group, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession **Sonex** is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector. We partner with several of the big energy and utility providers, helping their customers, experiencing financial vulnerability, find the right solution based on their personal circumstances.

**What will you be doing?**
- You’ll be joining a friendly, experienced team, where your role will focus on helping our customers find a sustainable solution to managing their energy bills.
- You’ll use our internal systems to update customer contact and status details, so it’ll be helpful if you’ve worked in a contact centre previously and used CRM systems such as Kraken or Caseflow.
- You’ll be helping customers to potentially work out an affordable payment plan, so you’ll need to be a good listener and have a pragmatic and empathetic approach to their personal circumstances. You’ll also help to resolve any customer queries, to ensure we look after our customers right, first time.
- We’ll give you the best start in your role, we will show you the **Sonex** way. This includes up to 6-weeks training and coaching to get you started and provide you with everything you need to succeed.

**Who are we looking for?**

You’ll have previous experience working in a call centre. Don’t worry, this doesn’t need to be in a Financial Services environment so long as you are committed to delivering a great customer experience remotely.

You’ll also be:

- A strong communicator with an excellent telephone manner.
- An active listener who pays close attention to detail.
- Empathetic and can quickly understand our customer’s needs.
- Computer savvy (MS Office and MS Teams in particular) and have experience of using and navigating a Customer Relationship Management platform.
- Self-motivated - able to work independently and as part of a team.
- Comfortable working within quality targets and KPIs.
- Reliable, trustworthy, discreet, and professional.

**We reward great work.**
- Discretionary annual bonus scheme, up to 10% of your salary
- Overtime opportunities.
- 30 days annual leave (incl. public holidays)
- Healthcare Cash Plan.
- Access to Reward Hub, offering an employee wellbeing scheme and discounts at major UK retailers.
- Recognition awards with monetary prizes for a job well done.
- Company paid Summer and Christmas parties, celebrations and more

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

**Salary**: From £21,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Referral programme

Schedule:

- Weekend availability

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Llanelli: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person