Customer Service Agent

Centrica; Ebbw Vale; On-site; GBP 12,000 - 15,000; Full time

Job summary

British Gas is seeking a Customer Service Agent for a 6-month temporary contract. Location: Hybrid, 1 day per week in our Ebbw Vale office, and 4 days working from home.

Hours: 37 hours per week, Monday to Friday, shifts 9:00am–6:00pm. You will support customers of the Nest Welsh Government Warm Homes Scheme, handling enquiries and complaints, including vulnerable customers, and delivering a positive customer experience across multiple channels.

Qualifications

• Experience in customer service, preferably in an office or contact centre.
• Clear and confident written and verbal communication.
• Genuine commitment to delivering excellent service.
• Ability to remain calm and professional with vulnerable customers.
• Willingness to own customer enquiries and drive to resolution.

Responsibilities

• Handle customer contacts by telephone, with potential support via email and messaging.
• Take ownership of issues from start to finish, resolving professionally and accurately.
• Make informed decisions balancing customer needs with business requirements.
• Work in a multi-skilled, collaborative team and participate in training.
• Contribute to service improvements and ongoing processes.

Skills

Customer service experience

Communication skills

Empathy

Problem solving

Ownership

Teamwork

Adaptability

Attention to detail

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.

Customer Service Agent

Temporary Assignment - 6 Month Contract

Location: Hybrid working, with 1 day per week in our Ebbw Vale office and 4 days working from home.

Hours: 37 hours per week, Monday to Friday. Shifts will fall between 9:00am and 6:00pm, with your specific working pattern confirmed during training.

Please Note: External candidates will be employed through our preferred recruitment agency partner for the duration of this assignment.

About the Role

We're looking for customer-focused individuals to join the Nest Welsh Government Warm Homes Scheme as a Customer Service Agent.

This is a fast-paced contact centre role where you'll support customers by handling enquiries and complaints, many of whom may be in vulnerable circumstances. You'll play an important role in delivering a positive customer experience, providing support, guidance and resolution across a range of customer interactions.

• Primarily manage customer contacts by telephone, with opportunities to support additional channels such as email and messaging services as the service evolves.
• Take ownership of customer contacts from start to finish, ensuring issues are resolved professionally, accurately and efficiently.
• Make informed decisions that balance customer needs with business requirements, recognising that every customer's circumstances are unique.
• Work as part of a multi-skilled team, contributing to a collaborative and customer-focused environment.
• Participate in regular training and development activities to enhance your skills, knowledge and understanding of processes and systems.
• Stay adaptable to service improvements and changing customer needs.
• Contribute to our culture of Continuous Improvement by identifying and implementing small changes that enhance both the customer and colleague experience.
• Take accountability for your own performance and play an active role in delivering excellent customer outcomes.

What We're Looking For

• Customer Service Experience - Previous experience in a customer service role within an office or contact centre environment.
• Excellent Communication Skills - Strong verbal and written communication skills, with the ability to explain information clearly and confidently.
• Customer Focus - A genuine commitment to providing excellent service and treating every customer with care, professionalism and respect.
• Empathy and Resilience - The ability to remain calm, patient and supportive when dealing with challenging situations or vulnerable customers.
• Problem Solving and Ownership - Confidence in taking responsibility for customer enquiries and working towards positive resolutions.

What You'll Bring

• A positive and proactive approach to customer service.
• The ability to manage multiple tasks and priorities effectively.
• Strong attention to detail.
• A willingness to learn and adapt to new processes and systems.
• A commitment to teamwork and continuous improvement.