Customer Contact Support

Cadent Foundation; Coventry; Hybrid; GBP 31,000 - 36,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

25 days holiday

Extra day off

Career development

Flexible working

ED&I commitments

Family policies

Gym access

Retail discounts

Onsite parking

Job summary

Cadent is seeking a Customer Contact Support Advisor for a permanent, full-time role at Ansty Park. Hybrid working, 37 hours per week, on a shift rota between 8:00am–8:00pm, with on-site parking.

You will handle inquiries and complaints, manage cases end-to-end, and contribute to continuous improvement and operational excellence across channels and teams.

Qualifications

• Previous customer service experience is essential.
• Experience in a contact centre is desirable.
• Experience handling customer cases or complaints would be advantageous.

Responsibilities

• Deliver outstanding customer service across multiple channels.
• Take ownership of customer cases from first contact to resolution.
• Maintain accurate customer records and ensure compliance with procedures.
• Identify opportunities to improve processes and customer experiences.

Skills

Customer service

Communication skills

Problem solving

MS Office

Team collaboration

Tools

Microsoft Office

Job description

Title: Customer Contact Support

Location: Ansty Park

Advertised Salary: £30,615 - £36,006

Job Function: Customer Centre

Working Hours: 37

Location Type: Hybrid

Contract Type: Permanent

Make a real difference in every customer interaction

We’re looking for a Customer Contact Support Advisor to join our team on a permanent basis, delivering outstanding service across a range of customer enquiries and complaints while supporting operational excellence and continuous improvement. This is a full time role, working Monday to Friday on a shift rota between 8:00am and 8:00pm. The role is based at our Ansty office (CV7 9JU), with free onsite parking available.

Why you’ll love this role

As Customer Contact Support, you’ll be at the heart of delivering an exceptional customer experience. You'll manage customer interactions from initial contact through to resolution, ensuring every customer receives a professional, empathetic, and efficient service. This is a varied role where no two days are the same. You'll work across multiple communication channels, collaborate with teams across the business, and contribute towards continuous improvement initiatives that enhance both customer satisfaction and operational performance.

What You’ll Be Doing

Deliver outstanding customer service

• Manage customer enquiries and complaints across multiple channels
• Ensure every customer interaction is handled to a high standard

Case management & resolution

• Take ownership of customer cases from initial contact through to resolution
• Investigate queries and complaints, ensuring accurate and timely outcomes

Support operational excellence

• Maintain accurate customer records and case notes
• Ensure compliance with company policies and procedures

Drive continuous improvement

• Identify opportunities to improve processes and customer experiences
• Work collaboratively with colleagues and stakeholders across the business

What You’ll Bring

You’ll be customer focused, proactive, and passionate about delivering excellent service. You’ll be comfortable managing a varied workload and handling a range of customer interactions professionally and effectively.

Experience

• Previous customer service experience is essential
• Experience in a contact centre is desirable
• Experience handling customer cases or complaints would be advantageous

Skills

• Strong communication and interpersonal skills
• Excellent problem solving and decision making abilities
• Ability to manage customer interactions professionally and empathetically
• Confidence using computer systems and Microsoft Office
• Ability to build effective working relationships across teams

At Cadent, we’re thrilled to be part of the future of UK energy!

We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050. We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.

What’s In It For You

• Annual bonus
• Pension Scheme double matched up to a total of 18% of salary
• 25 days holiday, plus statutory days, and an option to buy more
• An extra day off each year to celebrate life’s special moments
• Career development with funded learning options
• Flexible working and strong ED&I commitments
• Generous family policies and flexible benefits
• Retail discounts, gym access, and more

We support a healthy work-life balance and are open to flexible working options.

Diversity and Inclusion

Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent. We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) – can’t wait to welcome you! As a proud Disability Confident Leader, we guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy. Please let us know if you require any reasonable adjustments at any stage of the recruitment process and we will ensure that support is provided.