Customer Service Advisor

Job Opportunity: Customer Service Advisor
Location: Preston
Salary: £25,835.88 + 10% shift pay

Shift Schedule: Monday – Sunday between 7 am-10 pm, working 1 weekend in 4 with full flexibility required.

Are you a natural problem-solver with a passion for delivering first-class customer service? We are seeking 13 dedicated Customer Service Representatives to join our client’s dynamic team, working for a leading energy company. If you thrive in a fast-paced contact centre environment and are committed to resolving customer issues with empathy and efficiency, we want to hear from you!
About the Role: As a Customer Service Representative, you will be responsible for addressing customer queries, complaints, or faults by handling, resolving, and managing the interaction through to resolution. Your goal is to provide a first-class customer experience while ensuring all issues are resolved within company and regulatory targets.

Responsibilities:
• Understand customer issues through detailed questioning and active listening, managing customer expectations, and setting timelines for resolution.
• Own and resolve customer inquiries or complaints from receipt to resolution, ensuring compliance with customer, company, and CSAT expectations.
• Handle multiple contacts from different systems, accurately record and process customer enquiries and complaints through various fault and case management systems.
• Multitask and manage several work queues to ensure timely customer resolutions.
• Maintain sensitivity to customer data and comply with GDPR guidelines.
• Manage customer expectations and provide proactive communication in the event of faults or planned supply interruptions.
• Maintain data cleansing activities and update customer records as required.
• Support other departments, particularly during incidents and events.
• Participate in a shift rotation schedule, including a mix of office and home-based work.

Requirements:
• Proven experience in customer service within a fast-paced environment.
• Contact centre experience.
• Experience dealing with complaints and/or vulnerable customers.
• Excellent communication skills, empathy, and a can-do attitude.
• Competent with MS Office.
• Professionalism, patience, and a “people-first” attitude.
• Customer understanding.
• Concern for impact.
• Results focus.
• Concern for excellence.

Benefits:
• Annual bonus scheme (up to 10% of base salary).
• Twenty-five days of annual leave plus bank holidays.
• Private healthcare.
• Employee rewards portal with discounts on several well-known brands.
• Market-leading contributory pension scheme.
• Employee assistance programme and professional development opportunities.

Application Details: The closing date for applications is Tuesday, 21st May. Candidates will be shortlisted based on essential criteria.
Ready to join our team? Apply today and take the first step toward an exciting career with us!