An exciting opportunity has arisen to join a leading utilities supplier as a Customer Advisor, our client is currently seeking a Contact Centre Customer Advisors based in Hinckley, Leicester LE10 0NA. This is a full-time on going 37 hour week, contract paying £10.40 per hour = £2009.60 per annum pro rata.
The role is shift work, so it is important to know that your days will differ. An example
of this is 3 days starting at 07:00 and finishing at 15:30, another 3 days starting
at 14:30 and finishing at 23:00 with the following 3 days off. So, in short, 6 days on
and 3 Days off, and your shifts are published in advance and the opportunity to undertake additional hours.
We are currently recruiting for customer service representatives to join our fast paced
call centre, responding to incoming calls to the National Gas Emergency line,
providing a 24/7 service safeguarding life and property,
You will undertake a full training programme with ongoing support.
Duties and Activities:
Your day-to-day duties will include:Handling customer interactions/triaging calls into the National Gas Emergency
serviceCreating and submitting accurate workorders to dispatch Engineers to Gas
3.Deliver quality work, concentrating on data accuracy and completion within a timely
mannerContribute to the team delivery of excellent customer service, aim to understand
the customers' needs and the team impact to customer satisfaction.Apply customer excellence techniques to handle all customer calls and provide a
first call resolution.Work with others co-operatively and flexibly within a team to achieve the collective
goal.Maintain excellent working relationships with the business, and immediate
colleaguesDemonstrate knowledge of processes and activities where applicableParticipation in continuous improvement forums to ensure that we are constantly
improving the level of service we provideProvide support/knowledge first call resolution to enquiries and complaintsProviding written communication to customers in response to enquiries and
complaints.Liaison with internal and external stakeholders for customer resolution and
ensure any necessary feedback or learning is provided.
Skills and Experience:
Excellent listening, communication and customer service skills with a passion to go above and beyond, with confidence and capability to deal with varied situations.
Proficient in the use of office applications including Microsoft Office
Confident and capable of building and maintaining working relationships outside of team
Strong communicative skills both verbally and in written form, showing a good level of numeracy and verbal reasoning.
A strong team player who is capable of building and maintaining working
relationships inside and outside your team