Customer Service Advisor

Calor Gas Ltd; Elland; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Holiday Purchase Scheme

Private Medical Insurance

Company Pension Scheme

Staff Discounts

Paid Charity Day

Job summary

Calor Gas Ltd invites applications for a Customer Service Advisor based in Elland. This full-time role involves handling customer queries by phone and written correspondence, resolving issues at first contact where possible, and promoting Calor’s products.

The position sits in the Customer Experience Team, with working hours Monday to Friday 8:00am–8:00pm on a rotational basis, plus occasional Saturday/bank holiday shifts. The package includes benefits and a pension scheme.

Qualifications

• Strong customer service focus and a proactive approach.
• Excellent communication skills, both written and spoken.
• Ability to stay organised and manage multiple tasks under pressure.

Responsibilities

• Respond to inbound and outbound customer calls, providing timely and effective support.
• Process customer orders and handle account administration with accuracy.
• Promote Calor’s products and services during customer interactions.
• Investigate and resolve customer complaints in line with company policies and service standards.
• Achieve individual and team performance targets and KPIs.
• Collaborate across departments to ensure a smooth and efficient customer experience.
• Contribute ideas and support improvements in service processes and customer satisfaction.
• Maintain accurate, secure, and up-to-date customer records.

Skills

Customer service

Communication

Organisational skills

Attention to detail

Pressure handling

Tools

SAP

Microsoft Office

Job description

Elland

Permanent Full Time

£26,228 per annum

Join Our Customer Experience Team at Calor Gas

Are you a proactive and personable individual with a passion for delivering exceptional customer service? Calor Gas is looking for an enthusiastic Customer Service Advisor to join our Customer Experience team in Elland. In this role, you’ll act as a first point of contact for customers — resolving queries over the phone and in writing, often at first contact.

Working Hours

Our contact centre operates Monday to Friday, 8:00am – 8:00pm, with shift patterns allocated on a rotational basis. You’ll receive advance notice of your scheduled shifts.

• Saturday shifts: 9:00am – 1:00pm (on a rota basis)
• Bank Holidays: 9:00am – 5:00pm (on a rota basis)

Key Responsibilities

• Respond to inbound and outbound customer calls, providing timely and effective support.
• Process customer orders and handle account administration with accuracy.
• Promote Calor’s products and services during customer interactions.
• Investigate and resolve customer complaints in line with company policies and service standards.
• Achieve individual and team performance targets and KPIs.
• Collaborate across departments to ensure a smooth and efficient customer experience.
• Contribute ideas and support improvements in service processes and customer satisfaction.
• Maintain accurate, secure, and up-to-date customer records.

What We’re Looking For

• Strong communication and interpersonal skills, with a customer-focused approach.
• A sense of ownership and pride in delivering high-quality work.
• Ability to stay organised and work effectively under pressure.
• Meticulous attention to detail.
• Familiarity with Microsoft Office; experience with SAP is advantageous.
• Comfortable working in a high-volume, fast-paced environment.

What We Offer

• 25 days of annual leave
• Holiday Purchase Scheme
• Private Medical Insurance
• Company Pension Scheme (matched contributions to up to 7.5%)
• Staff Discounts on Calor Gas
• Paid Charity Day