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Customer Centre Advisor

Hinckley, Leicestershire
Up to £21287 per annum
Closing date
26 Jul 2022

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Job Details

We have an exciting opportunity to join a leading utilities company as a Customer Centre Advisor based in Hinckley, LE10 0NA and moving to Ansty Park, CV7 9JU. They are looking for four new starters! This a full-time temporary ongoing opportunity with a view to go permanent for the right candidate/s. The salary is £21,287 working over a 37 hour week, Monday to Friday, 8.00am to 16.00pm or 8.30am to 16.30pm. Start date 18th July 22!!

Our client has a clear roadmap that will both drive their performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050. They are making a difference through innovation and new ways of working. They are shaping/creating a cleaner, greener future for their 11 million customers, they put their heart into everything they do.

About The Role
Would you like a career that gives you the opportunities to help customers? Do you have a background in call centres, and a passion for helping solve issues for customers?

We are currently recruiting for Customer centre representatives to join our fast paced Customer centre team responding to incoming calls and emails to the central Plant Protection team

You will be providing a high level of customer service across their 4 Networks. Providing support and guidance to our customers who have an enquiry regarding our Assets.

Within Your Role

Provide administrative support to our Plant Protection customer enquiry processes

Commit to putting customers first and provide an excellent customer service, aim to understand the customers' needs and the team impact to customer satisfaction scores

Deliver a first call resolution for enquiries where possible

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

Understanding and investigating any feedback we obtain from our customers about our Plant Protection processes

Providing 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

Obtain customer insights to be shared so that we can better our service and improve customer satisfaction

Participation in continuous improvement forums to ensure that we are constantly improving the level of service we provide

Delivery of quality work, concentrating on data accuracy.

About You

Have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation
Be analytical with an ability to assess/defuse different situations and problems and coming up with solutions
Ability to provide written communication
Be patient and attentive, with good active listening skills ; by phone and email

Be able to listen to and understand the customer's perspective, demonstrate empathy and have a natural ability to build rapport
Have strong written and verbal communication skills, understand the need for both empathy and logic whilst handling customer enquiries
Build strong working relationships inside the business at all levels; to reach out to people; to be a team player; to be collaborative and sharing.


Cadent Header

We are Cadent

Proud to be the nation’s largest owner and operator of gas distribution networks, our 6,000 colleagues, working across four gas networks, keep the energy flowing to around 11 million homes and businesses. That’s half of the UK, we keep safe and warm. 24/7. 365 days a year. And have done for the past 200 years.
And now, we’re looking forward to an exciting future. A future in which we'll exceed targets and produce award-winning innovations across robotics, safety, and bio-gas. One that we’ll play a big part in shaping as we continue to provide emergency response and repair services, conduct asset replacement work and move to the frontier of our industry. A future where we'll keep the nation cooking on gas.
Join us and experience a rewarding career with real purpose and realistic progression that will make you feel genuinely proud about what you do.

How we work

The national gas distribution network isn't just a commercial resource, it’s a national asset that we safeguard for future generations. And, as we own four of the eight regional gas distribution networks in the UK, our duty is to look after and maintain them, keeping the energy constantly flowing through 130,000km of pipeline to around 11 million customers every single day.

These are big numbers. And this is a huge responsibility. Added to which, we also manage the national gas emergency number. So, every single person at Cadent should feel really proud of the fact that they’re helping to smoothly and safely power everyday life in Britain.

They should feel proud to play their part in sourcing secure, affordable and sustainable gas for the future too, as we look ahead to RIIO-2. We’re improving our service to our customers by delivering the right solutions at the right cost, and working to achieve frontier performance by developing a high-performing culture across the business. Yes, targets will be stretching. But, we’re confident that a good plan well-executed will get us to where we need to be.

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