Business Customer Contact Agent

Centrica; Leicester; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Hybrid work arrangement

Bonus potential

Job summary

British Gas in Leicester is seeking a Business Customer Resolution Agent to own customer accounts, investigate complex queries and help retain and grow relationships. You’ll manage end-to-end cases from account queries to debt conversations and tenancy changes when customers move premises.

You’ll balance customer experience with commercial and compliance outcomes, making judgements for the right resolution and collaborating across systems to resolve issues quickly.

Qualifications

• Strong customer focus with a passion for excellent service.
• Proven problem-solving and investigative skills for complex account queries.
• Experience managing customer cases end-to-end.
• Confident handling challenging conversations including debt or sensitive issues.

Responsibilities

• Taking end-to-end ownership of customer accounts & complaints, managing queries and events through to resolution.
• Investigating and resolving customer issues using multiple systems and information sources.
• Handling inbound and outbound contact across phone, web chat and written channels.
• Making sound decisions that deliver the best outcome for the customer and the business.
• Proactively managing debt, tenancy changes and retention conversations.
• Ensuring issues are fully resolved to prevent repeat contact and drive customer satisfaction.
• Managing workload to meet speed-to-resolve and case completion targets.
• Keeping customer accounts accurate through account health checks.
• Working collaboratively within the team and sharing knowledge and best practice.
• Operating in line with quality, compliance and data protection requirements.

Skills

Customer focus

Problem-solving

Account management

Debt handling

Organisation

Team player

Attention to detail

Job description

Join us, be part of more.

About your team:

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years - but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

We’re looking for a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. This is a varied, end-to-end role where you’ll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.

You’ll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you’ll support them at every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.

You’ll be trusted to make decisions that balance customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.

Salary: £30,044 basic + Quarterly bonus up to 16% of salary
Start Date: 16th Nov (we will be unable to approve holidays within the first 6 weeks)
Office location: British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
Working style: Office-based during training up to 6 weeks, with flexible hybrid / work-from-home options available post-training. 2 office days per month is standard.
Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).

What you’ll be responsible for:

• Taking end-to-end ownership of customer accounts & complaints, managing queries and account events through to resolution
• Investigating and resolving customer issues using multiple systems and information sources
• Handling inbound and outbound contact across phone, web chat and written channels
• Making sound decisions that deliver the best outcome for the customer and the business
• Proactively managing debt, change of tenancy and retention conversations
• Ensuring issues are fully resolved to prevent repeat contact and drive strong customer satisfaction
• Managing workload effectively to meet speed-to-resolve and case completion targets
• Keeping customer accounts accurate and up to date through account health checks
• Working collaboratively within your team, sharing knowledge and best practice
• Operating in line with quality, compliance and data protection requirements

What we’re looking for:

• A strong customer focus with a genuine passion for delivering excellent service
• Proven problem-solving and investigative skills, able to handle complex account queries
• Experience managing customer cases or accounts end-to-end
• Confidence handling challenging conversations, including debt or sensitive issues
• Excellent organisation and time-management skills
• A collaborative team player who shares ideas and supports others
• Comfortable working across multiple systems with strong attention to detail

Why should you apply?

We’re not a perfect place - but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.