Customer Service Advisor

Certas Energy; St. Clears; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Competitive salary

Career development

Full training

Market-leading business within the DCC

Collaborative environment

Employee benefits package

Job summary

Certas Energy is seeking a Customer Service Advisor to join the Domestic team in Castleford, serving as the primary contact for customers across phone, email and web chat.

You will resolve queries, investigate complaints and support delivery operations while maintaining accurate records and data quality. The role emphasizes safety, compliance and exceptional service across channels.

Qualifications

• Previous customer service experience, ideally within a contact centre environment.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Ability to build professional relationships with customers.
• Confidence handling customer concerns and objections in a positive manner.
• Empathy and a customer-first approach to problem solving.
• Strong organisational skills with the ability to prioritise workloads effectively.
• Self-motivated, resilient and able to work in a fast-paced environment.
• Good time management skills and attention to detail.
• GCSE Maths and English (or equivalent).

Responsibilities

• Handling inbound customer contacts via telephone, email and web chat.
• Providing professional support for customer queries, complaints and account issues.
• Investigating and resolving customer complaints, escalating where appropriate.
• Supporting local delivery issue resolution and planned delivery administration.
• Maintaining accurate records of customer interactions, enquiries and actions.
• Updating customer accounts and ensuring data quality and accuracy.
• Managing customer account administration and financial processes in line with company procedures.
• Working collaboratively with sales and operational teams to deliver excellent customer service.
• Supporting customer campaigns and proactive customer contact activities.
• Ensuring all customer interactions are handled compliantly and in line with company standards.
• Using business systems effectively to support customer service and operational efficiency.
• Promoting and contributing to our Safety F1rst culture.

Skills

Customer service

Verbal communication

Written communication

Active listening

Interpersonal skills

Relationship building

Empathy

Organisational skills

Time management

GCSE Maths & English

Education

GCSE Maths and English

Job description

Are you passionate about delivering outstanding customer service and resolving customer queries with confidence and professionalism? We're looking for a Customer Service Advisor to join our Domestic team in Castleford, where you'll be the primary point of contact for our customers, providing support across phone, email and web chat channels.

In this varied and customer-focused role, you'll play a key part in ensuring an exceptional customer experience, supporting customer retention and helping our business deliver outstanding service standards. You'll work closely with colleagues across the business to resolve queries, investigate complaints, support delivery operations and maintain accurate customer records.

At Certas Energy, we're the UK's largest independent distributor of fuel and lubricants, serving homes, businesses and industries through a nationwide network of depots and delivery operations. Our people play a vital role in keeping communities, businesses and critical infrastructure moving every day. With safety at the heart of everything we do, we're committed to our Safety F1rst culture, delivering exceptional service to customers while supporting the UK's evolving energy needs. As part of DCC Energy, you'll join a business that combines the strength of a market-leading organisation with the support and opportunities to build a rewarding long-term career.

What you'll be doing

• Handling inbound customer contacts via telephone, email and web chat.
• Providing professional support for customer queries, complaints and account issues.
• Investigating and resolving customer complaints, escalating where appropriate.
• Supporting local delivery issue resolution and planned delivery administration.
• Maintaining accurate records of customer interactions, enquiries and actions.
• Updating customer accounts and ensuring data quality and accuracy.
• Managing customer account administration and financial processes in line with company procedures.
• Working collaboratively with sales and operational teams to deliver excellent customer service.
• Supporting customer campaigns and proactive customer contact activities.
• Ensuring all customer interactions are handled compliantly and in line with company standards.
• Using business systems effectively to support customer service and operational efficiency.
• Promoting and contributing to our Safety F1rst culture.

• Previous customer service experience, ideally within a contact centre environment.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Ability to build professional relationships with customers.
• Confidence handling customer concerns and objections in a positive manner.
• Empathy and a customer-first approach to problem solving.
• Strong organisational skills with the ability to prioritise workloads effectively.
• Self-motivated, resilient and able to work in a fast-paced environment.
• Good time management skills and attention to detail.
• GCSE Maths and English (or equivalent).

At Certas Energy we're keen to take a lead in the industry. We have a culture of strong safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing (compliance) Initiative. Health and safety is paramount to our business ethos - it is fundamental to good business performance, and integral to long-term business success.

Why join Certas Energy?

At Certas Energy, our people are key to our success. We are committed to creating a safe, inclusive and supportive environment where everyone can thrive and develop their career.

What you'll get from us

• Competitive salary.
• Career development and progression opportunities.
• Full training and ongoing support.
• Access to a market-leading business within the DCC Energy group.
• A collaborative and inclusive working environment.
• Employee benefits package.
• Opportunity to be part of a business committed to safety, customer service and operational excellence.

Doing right by everyone

People matter at Certas Energy. We're an equal opportunities employer and we welcome applications from all regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. We're committed to doing right by our people, so we all feel engaged, motivated and proud to work for Certas Energy.