Job Title: Customer Service Advisor

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

Purpose Statement

This person will be responsible for delivering a market leading customer service in our Centrica Business Solutions Energy Supply teams. They will manage the day to day contact with our business customers through a variety of different channels. This person will be able to effectively problem solve, with a ‘can-do’ attitude and have exemplary communication skills.

Accountabilities

• Deliver outstanding customer service, with a focus on resolving business customer queries regarding their energy supply as effectively and efficiently as possible; taking ownership of our customers to prevent repeat contact whilst identifying growth and retention opportunities
• Be flexible to meet our customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound
• Be held accountable to our transactional and touchpoint net promoter scores; willing to learn and develop from your customer feedback
• Contribute to deliver objectives and be flexible to agreed business targets (including lead generation, cash collection, Direct Debit penetration OAM registrations, customer satisfaction, complaints and compliance).
• Identify and understand customer needs in order to provide a consistently high-quality service and effectively cross-sell British Gas products and services to enhance the customer experience and increase their retention
• Investigate, resolve and process customer enquiries to deliver customer value at first point of contact
• Effectively diagnose, investigate and resolve customer complaints to ensure delivery of an efficient and effective service to the customer; work with specialist teams to ensure they are handled and resolved in a timely manner
• Understand and adhere to the company and department standards, policies and procedures including Broker Strategy
• Ability to work as part of a team, sharing best practice, knowledge, resource and ideas.
• Prevent repeats by ensuring full resolution and customer satisfaction
• Identify any operational and regulatory risks, escalating as appropriate
• 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
• Operate customer related information systems to the required standard to maintain accurate and secure records.

Competencies

• A genuine passion for delivering Service Excellence, understanding what makes a great customer journey, tailoring your style
• An 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 with customers via different channels including exemplary written and verbal communication
• Demonstrate positivity and enthusiasm about new and/or challenging tasks
• Remain composed and professional when dealing with challenging customers
• Adaptable to change, and flexible in acquiring new skills, in order to meet customer demand for new channels (e.g. digital), products and services
• Displays an ongoing commitment to learning and self-improvement

Work Experience

• Extensive 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
• Computer literate in order to operate customer related information systems

Overview of the Role

• Delivering outstanding service from the start of the customer journey through to resolution
• Being held accountable and learning from both touchpoint and transactional NPS feedback
• Diagnosing contact and establishing correct next steps
• Problem solver, with a can-do attitude
• Excellent organisational and time-management skills to successfully manage a high volume of events
• Managing inbound and outbound contact through a variation of different channels
• Flex between different workstreams in line with business requirements where appropriate
• Through effective questioning, maximise every customer contact to support business growth
• Shift coverage between 8am to 6pm Monday to Friday