Customer Service Adviser

Posted 6 days ago by First Utility
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Customer Service Adviser - First Utility

Hours - 10:15 - 18:45, Monday to Friday. You’ll also work one in three Saturdays, 09:00 - 16:15 (with a day off in the week).

Are you ready to be part of something big?

First Utility launched back in 2008 as an alternative to other energy suppliers, challenging the industry by providing award-winning customer service and innovative technology. Today, we’re one of the largest energy and broadband providers in the UK, with around 800,000 satisfied customers. In March 2018 we became a proud part of Shell in its 'New Energies’ division and are now supported by one of the world’s biggest companies.

We have big plans, and a bright future ahead of us.

What does a Customer Service Adviser do?

A prepayment meter is a type of meter that can be installed in customers homes, and offers a 'pay as you go tariff’. With a prepayment meter you have to pay for your gas and electricity in advance - a bit like a mobile phone top up.

Many of our customers choose to pay for their energy via a pre-payment meter, often because it helps with budgeting. Pre Payment meters are also used to help avoid disconnections when our customers are experiencing problems paying their energy bills.

Our prepayment team supports our existing pre-payment customers with queries, speak to customers who would like a prepayment meter and explore their options, or speak to existing customers who are having issues paying for their energy about their options (including payment plans).

You’ll listen to our customers with an empathetic ear, focus on what they need and do everything possible to solve their query. You will aim for outstanding service in every interaction and customers will be left confident in the service we provide to them.

It’s not just customers we put first; we put you first too

  • We offer a competitive salary of £18,000, rising to £18,500 on completion of probation. We don’t ask for previous experience as we’ll give you comprehensive training at the start of your role

  • This role is between the hours of 08:00 - 18:45, Monday to Friday and only 1 in 3 Saturdays, offering a great work-life balance. On top of that, we offer 25 days holiday plus 8 statutory bank holidays. We don’t open on bank holidays or on Sundays

  • We offer an apprenticeship scheme, to further your progression and development in the customer service profession, as well as a tailored personal development plan, career pathways and a mentoring scheme

  • Enhanced maternity and paternity leave, BUPA private HealthCare, life assurance and pension contribution

  • Free on-site parking available for all colleagues

  • A great working environment with a casual dress code, on-site restaurant and coffee shop, running track and picnic areas. Make the most of your break with our on-site den which includes a large comfy seating area with sofas, TV, football table, games consoles and changing rooms/shower facilities

Could you make a great Customer Service Adviser?

Naturally, you’ll love to talk to new people, and your friends say you’re the type of person that can explain anything to anyone. You’re the kind of person who never gives up - totally motivated to see it through, no matter how complex the query is. You’ll genuinely enjoy pushing yourself to hit targets. It’s fast-paced, and you must be confident with using a multitude of systems at once but here we win together and we all work hard to meet targets and play our part.

A bit of a bright spark, you’re the type of person to pick up information and run with it. Here you’ll need to learn new information daily and apply it quickly in conversations with our customers. Queries are varied and you never quite know what you’ll get, but you’ll enjoy working with colleagues across the business to solve them.

You’re never satisfied to leave it as it is, and you’ll love to make suggestions to improve anything and everything for our customers. We want our colleagues to spot where improvements can be made and work with us to put these ideas into action.

Are you ready to join us?

We are looking for 12 Customer Service Advisers to join our friendly and professional Service Team on Monday 23rd April 2019

  • Located on Westwood Business Park - Coventry (CV4 8HZ)

  • Salary £18,000 rising to £18,500 on completion of probation

  • Permanent, Full-time (37.5 hours per week)

  • Working hours are 10:15 - 18:45, Monday to Friday. You’ll also work one in three Saturdays, 09:00 - 16:15 (with a day off in the week).

Required skills

  • Call Centre
  • Customer Complaints
  • Customer Service

Reference: 37079643

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