Customer Service Advisor

Centrica; City of Edinburgh; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading energy company seeks a Customer Resolution Agent in Edinburgh to enhance customer retention and resolve enquiries. You'll manage contacts independently within a supportive team environment, contributing to a greener future. Join a purpose-driven workplace that prioritizes employee well-being and development.

Qualifications

• Exceptional customer service delivery.
• Ability to manage time effectively.
• Navigate multiple systems with ease.

Responsibilities

• Support and resolve customer enquiries and complaints.
• Independently manage and resolve all customer contacts.
• Collaborate with specialists to enhance customer journeys.

Skills

Customer Service Passion

Time Management

Digital Savvy

Communication Skills

Resilience

Problem-Solving

Self-Development

Job description

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 that's energising a greener, fairer future by creating an energy system that doesn't rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. 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 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.

About Your Role:

As a Customer Resolution Agent in British Gas Residential Energy, you'll support and resolve customer enquiries and complaints, enhancing customer retention and loyalty while growing our business.

As part of a multiskilled team, you'll independently manage and resolve all contacts, ensuring one-stop resolution. You'll collaborate with specialists to solve tasks and enhance customer journeys. Empowered to take ownership, you'll make smart decisions and prioritise customer needs.

Important Details:

• Salary: £29,000 (37 hrs PW) + up to 16% annual bonus (paid quarterly).

• Department Hours: Monday to Friday, 8am-6pm

• Start Date: September 2025.

• Office Location: 40 Princes St, Edinburgh EH2 2BY

You'll begin with eight weeks of in-office training, Monday to Friday, in our Edinburgh office. Once you've successfully completed your probation, you'll have the flexibility to work from home, with just one day in the office every two weeks.

What we need from you:

• Customer Service Passion: Deliver exceptional service with energy and enthusiasm.

• Time Management: Handle diverse enquiries efficiently.

• Digital Savvy: Navigate multiple systems.

• Communication Skills: Clear, empathetic, and calm across various channels.

• Resilience: Thrive in a fast-paced, high-pressure environment.

• Problem-Solving: Provide first-time solutions and improve processes.

• Self-Development: Continuously improve skills with our support.

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. Copy and paste the link below to your browser to discover why we're a great place to work and what being part of more means for you.

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.