Contact Centre Advisor

Contact Centre Advisor

£23,400 to £26,500 plus £1,800 London Weighting per annum

The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Contact Centre Advisor to provide a primary point of contact for external customers via the phone and in written correspondence, directly resolving matters on first contact where appropriate.

Hours of work:

Weekly Rotational Shift Pattern:

1.         0800-1630

2.         0930-1800

3.         1130-2000

Working 1 Saturday morning (09.00-13.00) in 4

Key responsibilities will include:

• Undertake an initial on the spot risk assessment and make quick decision to resolve a call 
• Work to set quality standards, targets and service levels 
• Maintain accurate records by logging and tracking all calls in the CRM system 
• Undertake administration of customer accounts ensuring requirements are processed in a timely and accurate manner to avoid re-work 
• Be receptive to complaints or problems, research, resolve customer complaints within given parameters, and be aware of possible solutions to make informed decisions and own the problem
• Be able to work and co-operate as part of a team, assisting and supporting colleagues, TL’s and other departments, when necessary
• Delivering and maintaining team performance targets

As such we would like you to have/be:

• Have excellent communication and interpersonal skills
• Have a strong sense of ownership
• Be well organized and able to work in a busy fast paced environment 
• Have excellent attention to detail
• Good IT skills

In return, we can offer: 

• 25 days annual leave 
• Holiday Purchase Scheme
• Private medical insurance (single cover)
• Company pension scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, up to 7.5% after 2 years)
• Discounts/Cashback/Offers from major retailers

To be considered for this role, candidates must be eligible to live and work in the UK.

This role might suit someone with previous customer service or contact centre experience, looking for stability and growth opportunities in a supportive environment. The shift pattern requires flexibility, including Saturday work, but offers a range of attractive benefits and career growth potential.