Customer Service Agent

Centrica Plc; Ebbw Vale; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading energy provider is looking for a Customer Service Advisor to handle inquiries related to the Welsh Government Warm Homes Scheme. This hybrid role involves working 4 days from home and 1 day in the Ebbw Vale office. Key skills include effective communication, patience, and the ability to deal with vulnerable customers. The position also requires ongoing training and a commitment to improving customer service processes to enhance both customer and colleague experiences.

Benefits

Flexible working options

Supportive workplace culture

Qualifications

• Experience in customer service dealing with vulnerable customers.
• Ability to explain complex information clearly.
• Patience and empathy when handling difficult situations.

Responsibilities

• Handle customer enquiries and complaints in a contact centre environment.
• Manage performance and resolution of customer issues individually.
• Participate in regular training for process improvement.

Skills

Customer Interaction

Communication

Empathy and Patience

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 energises 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.

Temporary Assignment - 6 month contract

You’ll be contracted and employed through our preferred agency partner.

This is a hybrid role, working from home 4 days per week with 1 day per week in our Ebbw Vale office.

Your shift will fall between 09:00-18:00 Monday to Friday, you’ll be advised of your 37 hours weekly shift during your training period.

Overview

You’ll be working as a Customer Service Advisor within Nest Welsh Government Warm Homes Scheme.

This is a customer contact centre role, dealing with vulnerable customer enquiries and complaints taking calls throughout the day. In the future, there could be a requirement for you to flex across contact channels such as emails & messaging services to best suit customer requirements.

You’ll be part of a multi-skilled team and have end-to-end management and accountability for resolving any type of contact you receive in this department, being in control of your own performance.

You’ll be empowered to make decisions that are right for our customers and business leading to reaching suitable outcomes based on each customers individual circumstances; every customer is different.

We’re constantly improving our processes and systems to best support our customers, so you’ll go through upskill training activity regularly to support you through this.

We’re committed to embed a culture of Continuous Improvement by identifying and implementing small changes in our day-to-day roles which will improve the customer and colleague experience.

Key Skills required:

• Customer Interaction – care and consideration on every call
• Communication – Clear verbal and written communication with the ability to explain complex information simply
• Empathy and Patience – Remaining calm under pressure, especially with difficult customers

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.