Customer Advisor

TN United Kingdom; Preston; On-site; GBP 26,000 - 32,000; Full time

Job summary

A leading company in the North West is seeking Customer Advisors for their Contact Centre in Preston. The role involves providing exceptional customer service, particularly for vulnerable customers during power outages. Full training will be provided to ensure multi-skilled agents can handle various tasks. The company offers a competitive salary, excellent benefits, and a commitment to diversity and inclusion.

Benefits

Twenty-five days annual leave plus bank holidays

Employee rewards portal with discounts

Market-leading contributory pension scheme

Employee assistance programme

Professional development opportunities

Qualifications

• Proven customer service experience in a contact centre environment.
• Experience dealing with complaints.
• Experience supporting customers with vulnerabilities preferred.

Responsibilities

• Provide first-class customer experience and resolve queries within targets.
• Receive inbound calls from vulnerable customers and provide support.
• Work with other areas to resolve customer queries and complaints.

Skills

Communication

Active Listening

Empathy

Organization

Time Management

Job description

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We’re champions of the North West and we’re proud that it’s our electricity network that connects communities and helps keep the electricity flowing every minute of every day, from when you wake up to when you fall asleep and all the hours in between.

A key part of the UK’s journey to net zero carbon is the revolution of our electricity industry to enable clean, green economic growth. As the North West’s electricity network operator, it’s our responsibility to lead the way, help the region decarbonise and pave the way for the growth of renewable energy and a sustainable energy future for all.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Together we have the energy to transform our communities. We are switched on. We are adaptable. We take pride.

Our Contact Centre team has a fantastic opportunity for Customer Advisor's to join them in Preston.

Do you have customer service experience? Are you looking for an exciting new opportunity in Preston? Electricity North West is looking for Customer Advisors in their new Contact Centre, and are offering a salary of £26,998.44 plus shift pay and excellent benefits.

As a Customer Service Representative, you will be point of contact for our customers, providing a first-class customer experience and ensuring that any queries or issues that may arise are resolved within company and regulatory targets.

You will receive full training to become a multi-skilled agent, able to adapt across varying skillsets including online call blending, back office, general enquiries and complaint case working tasks

As a Customer Advisor, you can expect to:

• Receive inbound calls from customers who are potentially vulnerable and have had a power cut. They will need your understanding, support and guidance to help navigate them through this difficult time, by detailed questioning, active listening and managing their expectations as well as setting and agreeing timescales for actions to be performed.
• Carry out proactive outbound calls to our customers with vulnerabilities who are on our Extra Care Register to ensure their details are up to date, enabling Electricity North West to offer the best support possible in the event of a power cut. In the event of them being impacted by a fault or Planned Supply Interruption, you will be expected to empathise with their situations and work with the customer to offer appropriate welfare support and advice, signpost them to relevant partners or potential solutions
• Gain an understanding of customer issues through detailed questioning and active listening and then managing customer expectations as well as setting and agreeing timescales for actions to be performed
• Work with other areas within the business to resolve customer queries and complex customer complaints, using investigative skills to ensure quick and efficient resolution where possible to get to the best outcome for the customer experience
• Maintain data cleansing activities and updating of customer records as required.

Shifts within the Contact Centre run Monday to Sunday between 7am and 10pm, working one weekend in four.

To be successful in this role, you will need excellent communication, active listening, strong empathy skills and experience working towards targets. You will also require the following:

• Proven customer service experience within a fast paced within a contact centre environment;
• Experience dealing with complaints.
• Strong organisation and time management skills.
• Experience supporting customers with vulnerabilities preferred

Reward & Benefits As a vital member of our team and in return for your expertise, inclusive approach and commitment, in addition to salary, we are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:

• Twenty-five days annual leave plus bank holidays
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme and opportunity for professional development through our L&D function.

Diversity & InclusionAt Electricity North West, our people important to us and we’re passionate about creating a great place to work where we can all be ourselves, reach our full potential and build long lasting careers. We’re striving to increase diversity of thought and talent in our people and to recruit highly skilled workforce that’s representative of the communities we serve. For us, embracing our differences is what makes us stronger.

Should you require any additional support with your application, or any adjustments please contact our Recruitment team at [emailprotected] or on 0845 366 0092 (option 2)

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, Disclosure and Barring Service (DBS) and a Drug & Alcohol test.

We reserve the right to close this vacancy early.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.