Digital Customer Services Advisor

Our client is a leading utilities provider; their customers are our most important stakeholders. We're looking for dedicated and professional customer services experts, who will ensure their customers are receiving the best level of service possible when dealing with us.

What to expect

In your new role as a Digital Customer Services Advisor, you'll be handling inbound web chats from our customers who require assistance with billing, tariff changes, and payment methods. You'll review each customer's situation and circumstance and discuss the best billing options, payment method, or tariff for them, giving advice that is backed up by expert knowledge of our services, specifically within our digital space.

You'll be providing insights into exactly how bills are worked out to our customers, as well as whether tariffs are fit for purpose, translating information to both customers and internal employees and managers in an easy to understand manner. You'll handle complaints and queries, resolving or escalating as necessary and ensuring interactions remain positive and in line with our company guidelines.

About you

You'll have a resilient and assertive attitude to customer services, using strong problem-solving and negotiation skills to create win / win solutions on a daily basis. You'll be capable of displaying patience and empathy where appropriate, and using your exceptional communication skills to ensure all customer interactions result in a positive outcome.

You'll be a team player who is used to working to targets in a call centre environment. You'll have strong IT skills, as you'll be accessing and updating customer information on a daily basis, and of course responding to customers via web chat. Full training is provided, but previous experience of managing web chat or digital customer service enquiries is highly advantageous.

Benefits

You'll join us as a Customer Enquiries Advisor on a competitive salary between £16,669 and £18,541 depending on experience and skills, which includes a shift allowance of £1,395. You'll also have access to uncapped on-target earnings. Your working hours will be 12:00 to 20:00 from Monday to Friday, with an additional shift on one out of every three Saturdays. This additional shift is reimbursed with a day off in lieu during the week. You'll also have full access to excellent range of employee benefits, including many discounts and perks.