Customer Service Advisor

Calor Gas Ltd; Grangemouth; 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

Charity day

Job summary

Calor Gas Ltd in Grangemouth is hiring a Customer Service Advisor to join our Customer Experience team. You will be the first point of contact for customers, handling queries by phone and email, and supporting order processing and account administration.

Working hours are Monday to Friday, 8:00am–8:00pm with rotational shifts. The role offers a benefits package including private medical insurance, a pension scheme and generous holiday entitlement.

Qualifications

• Strong communication and interpersonal skills with a customer-focused approach.
• Ownership mindset and pride in delivering high-quality work.
• Organised and capable of working under pressure.
• Attention to detail and accuracy in records.

Responsibilities

• Respond to inbound and outbound customer calls, providing timely and effective support.
• Process customer orders and manage account administration accurately.
• Promote Calor’s products and services during 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 focus

Communication

Organisational skills

Attention to detail

Microsoft Office

SAP experience

Tools

SAP

Job description

Grangemouth

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 Grangemouth. 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