Customer Service Agent

Customer Service Agent - Coventry CV4 -

Our client, a leading energy provider are currently recruiting for a Customer Service Agent to join their team in their Coventry office. This office is responsible for managing the demand of corporate customers through the Un-Metered Supply (UMS) mailbox to a high quality, consistently putting customers first and building their trust.

Location: Coventry CV4 8LG

Pay rate: £9.47 per hour

Contract: ongoing

Hours: Monday - Friday 37 hours per week between 8am and 6pm

Main responsibilities:

• Manage the UMS mailbox and respond to all queries within the agreed SLA in a professional and courteous manner (as guided by the Service Quality Framework).
• Work all settlement new-ins through to completion.
• Manage workload with minimal supervision, account managing where necessary and completing any follow-up work.
• Compile regular reports of new-ins/completed/outstanding figures
• Adhering to compliance, regulatory, health and safety policies.
• Ensuring all my actions and behaviours treat our customers fairly and comply with regulations.

Skills Required:

Essential

• Ability to work with minimal supervision, managing workload and meeting deadlines.
• Ability to communicate with relevant stakeholders in a professional manner.
• Ability to learn new processes quickly with the relevant training.
• Demonstrate and role model best in class customer service.
• Take on board feedback from coaching and actively work to improve performance.
• Making sure I understand any regulations, policies and processes which relate to the job role and provide fair outcomes when giving service to our customers.
• Must be fully flexible and able to work between the hours of 8am-6pm Monday to Friday, 8am-4pm

Desirable

• Basic knowledge in DA/DP Online/APEX
• Knowledge base of industry flows, such as D19, D10, D23, D52.
• Basic knowledge of Settlements and Billing Solutions.
• Good PC skills and working knowledge of MS Excel, Word.
• A wide understanding of the different business areas and ability to learn new processes quickly.