Customer Resolution Agent- Broker Team

**Customer Resolution Agent - Broker team**

(CBS Energy Supply)

Level 8

**Location**

Spinneyside, Leicester (Flexible working, commutable distance to Leicester office a few times a month).

**Purpose Statement**

**Accountabilities**
- Deliver outstanding service, with a focus on maintaining and building the relationship with our TPI’s to deliver a mutually beneficial partnership.
- Responsible for ensuring all TPI’s operate within our principles of conduct, challenging them, and escalating poor or fraudulent behaviour.
- Validating letters of authority, contracts, compensation claims and commission queries from our TPIs.
- You will work along side and support the Business Development Managers, proactively highlighting and escalating any concerns.
- Ability to work as part of a team, sharing best practice, knowledge, resource and ideas.
- Operate customer related information systems to the required standard to maintain accurate and secure records.
- Adhere to the Competence and Training procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.
- Understand and adhere to the company and department standards, policies and procedures including Broker Strategy.

**Competencies**
- A genuine passion for delivering Service Excellence and ability to develop relationships at all levels.
- Excellent organisational skills to successfully manage a high volume of events.
- A great understanding of the Energy industry, and the processes and responsibilities in place for suppliers.
- Ability to quickly and effectively diagnose reason for contact and establish the best treatment path through proactive problem solving.
- Ability to communicate via different channels including exemplary written and verbal communication.
- Adaptable to change, and flexible in acquiring new skills, in order to meet customer demand for new channels (e.g. digital), products and services.
- Demonstrate positivity and enthusiasm about new and/or challenging tasks.
- Displays an ongoing commitment to learning and self-improvement.

**Work Experience**
- Experience in a customer facing role and target driven environment.
- Demonstrate experience in identifying opportunities for improvement.
- Knowledge of our range of products and services with a focus on the customer journey.
- Demonstrate experience in problem solving and coming up with solutions.
- Computer literate in order to operate customer related information systems.

**Overview of the Role**
- Delivering outstanding service to our TPI’s through a variation of channels.
- Resolution of queries with a get it right first-time attitude.
- Problem solver, with a can-do attitude.
- Excellent organisational and time-management skills to successfully manage a high volume of events.
- Flex between different workstreams in line with business requirements where appropriate.
- Through effective questioning, maximise every broker contact to support business growth.
- Shift coverage between 8am to 6pm Monday to Friday.

**_ 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 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 recruitment team and NO agency contact is required.