Business Customer Service Lead Agent

Centrica Plc; Birmingham; On-site; GBP 28,000; Full time

Job summary

An energy company in Birmingham is seeking a Business Customer Service Lead Agent to oversee administrative tasks related to service and repair for social housing clients. The role involves ensuring high levels of customer service and supporting a team while working in a dynamic office environment. Ideal candidates should have leadership and admin experience with strong communication skills.

Benefits

Employee Energy Allowance

Discount on HIVE products

25 days annual leave + bank holidays

Company matched contribution Pension Scheme

Health care plan

Annual pay review

Qualifications

• Must have admin experience within an office environment.
• Good team-working skills with the ability to respond professionally to customer and client inquiries.
• Ability to handle complex queries and challenging customer scenarios.

Responsibilities

• Responding to daily email traffic from internal and external customers.
• Booking appointments and scheduling work to maximize productivity.
• Deliver coaching and provide feedback to Advisors.

Skills

Admin experience

Leadership skills

Interpersonal and communication skills

Problem-solving skills

IT proficiency

Education

Experience in multi-disciplinary teams

Understanding of social housing environment

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Overview

Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We’re energisers. One team of 21,000 colleagues energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our commitment to igniting positive change in our communities. That’s why working here is #MoreThanACareer.

We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team: At PH Jones, our mission is to mend it. Our teams have been at the heart of communities for over 50 years, partnering with local authorities and associations to support social housing across the UK – installing, upgrading and repairing heating and electrical systems. We’re on a mission to make the UK’s social housing sector greener and more energy efficient.

The Role

PH Jones are looking for a Business Customer Service Lead Agent to join our team. This is a permanent role based at our client’s site in Birmingham (B15 1LZ), Monday to Friday. Working as part of the Operations Support Team and reporting to a Customer Service Manager, you will be responsible for the administrative work associated with the delivery of Service & Repair and Installation contracts for our Social Housing client. You will work closely with the Field Operations team to deliver exceptional customer service, measured against internal and contract specific Service Level Agreements and Key Performance Indicators.

• £27,613 per annum
• Full-time, Permanent / 40 hours per week
• Office Location: Birmingham (B15 1LZ), Monday - Friday
• Company Benefits
• Employee Energy Allowance and discount on HIVE products

Responsibilities

• Responding to daily email traffic from internal and external customers and clients
• Answer and log new customer calls on the appropriate works system, ensuring client priorities are met, while recording accurate quality data
• Booking appointments and scheduling work to engineers to maximise daily productivity
• Ensuring that all internal work systems are updated accurately and in a timely manner
• Ensure appropriate charges are applied to work orders highlighting chargeable opportunities
• Weekly/Monthly valuation preparation

• Maintain up to date knowledge and awareness of all relevant information and data such as MI, Quality/Audit results and Operational Briefs to enable you to identify coaching opportunities and promote Best Practice within your team
• Deliver coaching and provide feedback to Advisors to ensure they improve quality and competence
• Provide expert advice to the team with regards to process, products, systems and behaviours
• Receive/seeks regular feedback from the Business Customer Service Manager and other colleagues regarding performance through coaching sessions
• Assist the Business Customer Service Manager in leading, motivating and inspiring team and colleagues
• Deputises for the Business Customer Service Manager in absence and assists in delivering communications, safety briefs, engagement activities etc.
• Supervisory cover during Out of Hours for the department
• Actively manage work queues to ensure the team controls open work in progress and maintains records up to date in Pilot system/client systems where necessary
• Ownership of Billing and valuation activities for contracts within your remit to ensure targets are met and manage unbilled debt
• Identify areas for improvement and develop strategies for implementation; continually develop systems, processes and procedures that improve efficiencies, reduce operating costs and improve customer satisfaction
• Compliance with contractual regulatory and other appropriate guidelines/standards to deliver an efficient and cost-effective service
• Manage complaints or queries in line with processes to ensure timely resolution, escalating where appropriate
• Gain insight into performance trends in customer excellence and provide feedback to drive improvement
• Undertake judgement-based quality assurance to ensure key operational processes are followed
• Build relationships with outsource partners to share best practice and achieve service excellence
• Follow people management policies and ensure fair and consistent treatment of staff
• Ensure customer information systems are operated to required standards to maintain accurate and secure records
• Operational support for other areas in the Department when required including booking and dispatching jobs to engineers and telephony support to meet Service Delivery obligations
• Provide technical assistance to Managers in resolving complaints and problematic jobs; implement effective actions and root cause analysis where appropriate
• Identify operational, contractual and regulatory risks and escalate as needed
• Operate information systems and client portals to required standards to maintain accurate records
• Understand and adhere to company and department standards, policies and procedures

The Person

• Must have admin experience within an office environment
• Must have Leadership experience
• Good team-working skills with the ability to respond professionally to customer and client enquiries
• Excellent interpersonal, oral, and written communication skills; self-motivated with a problem-solving approach
• Ability to respond to changing workloads and priorities; willingness to undertake varied responsibilities
• Competent user of Microsoft Office (Outlook, Word, Excel) with strong IT skills and ability to learn new systems
• Ability to prioritise tasks, work well under pressure and manage workload with diligence
• Excellent written and verbal communication skills to all levels

• Ability to gather data and handle large amounts of information
• Ability to motivate and engage team members
• Strong analytical, problem solving and negotiation skills
• Ability to overcome objections, manage expectations and retain strong customer focus
• Assertive communication with empathy; ability to work individually or in a team
• Passion for quality in customer service; exemplary coaching skills
• Ability to resolve complaints and escalate where necessary
• Understanding of what delivers great customer service
• Ability to handle complex queries and challenging customer scenarios
• Strong literacy
• Working knowledge of a social housing environment desirable
• Experience in multi-disciplinary teams and client relationships desirable
• Experience in audit, QA or process compliance functions
• Experience in data analysis and presentation (Excel and PowerPoint)
• Personal drive and enthusiasm to meet and exceed targets
• Building Great Relationships: influencing skills, confidence, credibility, networking, partnering
• Change Management: stakeholder management, effective decision making
• Gas and multi-trade technical knowledge preferred but not essential

You will also receive

• 25 days annual leave + bank holidays
• Company matched contribution Pension Scheme
• Group Income Protection, Life Assurance & Accident Insurance
• Company Funded Healthcare plan
• Access to MyHealth with 24/7 MyCare phone line
• Online GP24 virtual service
• Eye Test Voucher
• Annual pay review
• Legal Help
• Financial Education
• Centrica Benefits – offers & discounts with high street partners
• Profit Share Award
• Employee Energy Allowance

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. Because we can’t include the link here, please refer to the original posting for the URL.

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 the recruitment process so that we can better understand you and help shape your journey.