Customer Service Advisor

British Gas (Centrica); City of Edinburgh; Hybrid; GBP 29,000; Full time

Job summary

A major residential energy provider in Scotland is seeking a Customer Resolution Agent to support customer enquiries and complaints. The role involves independently managing contacts, enhancing customer retention, and collaborating with specialists. Strong communication, time management, and problem-solving skills are essential, along with a passion for exceptional service. The position offers a salary of £29,000 plus an annual bonus, with a flexible working model after training.

Qualifications

• Deliver exceptional service with energy and enthusiasm.
• Handle diverse enquiries efficiently.
• Navigate multiple systems.
• Clear, empathetic, and calm communication.
• Thrive in a fast-paced, high-pressure environment.
• Provide first-time solutions and improve processes.
• Continuously improve skills with support.

Responsibilities

• Support and resolve customer enquiries and complaints.
• Enhance customer retention and loyalty.
• Independently manage and resolve all contacts.
• Collaborate with specialists to solve tasks.
• Make smart decisions prioritising customer needs.

Skills

Customer service passion

Time management

Digital savvy

Communication skills

Resilience

Problem-solving

Self-development

Job description

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.