Customer Service Advisor

We are looking for a Customer Service Advisor to join our dynamic utility services company, providing high-quality customer care to our energy scheme customers. The successful candidate will be responsible for resolving customer queries about their energy accounts effectively, efficiently, and courteously, ensuring first contact resolution.

• Competitive salary of £23,400 per annum.
• 20 days holiday per year plus English bank/public holidays.
• Pension matched at 4%.
• Access to an Employee Wellbeing Centre and a confidential Employee Assistance Programme.
• Relaxed dress code.
• Up to 2 days of paid time off per year for company volunteering initiatives.
• Free access to gym and classes 
• Regular social events, including a Summer Party and Christmas Party.

• Current shift pattern: Rotating shifts Monday to Friday, 09:00 - 17:30 or 12:00 - 20:30, including alternative Saturdays with a day off in the week.
• New shift pattern: 4 days on (6am - 6pm or 11am - 11pm) followed by 4 days off.

• Answer and resolve customer enquiries in a courteous, efficient, and timely manner.
• Proactively review customer accounts to identify and resolve potential future problems.
• Initiate communications with customers from a credit control perspective to ensure timely payment.
• Respond to queries raised by customers in a polite and friendly manner.
• Investigate and resolve routine customer enquiries at the first point of contact.
• Ensure complaints are treated seriously and follow complaints procedures.
• Maintain compliance with Data Protection procedures at all times.
• Provide wider support to the Customer Services team as required, including support to new scheme set-up and ongoing metering & billing processes.

• Previous call centre experience is desirable.
• Experience in dealing with the public in a customer service capacity.
• Excellent communication skills, including verbal with proper grammar.
• Good computer skills and multi-tasking abilities.
• Ability to work with others closely and maintain customer confidentiality.
• Able to react effectively and calmly in emergencies or with disgruntled customers.

Please note that the shift pattern you will be placed on depends on the time of hire, with all staff eventually transitioning to the new shift pattern.