Emergency Call Handler

Cadent Gas Ltd; Coventry; On-site; GBP 100,000 - 125,000; Full time

Job summary

A UK energy company is looking for a Customer Service Representative to manage emergency gas line calls in Coventry. This role involves ensuring customer satisfaction, creating work orders, and collaborating with a supportive team. Ideal candidates will demonstrate effective communication skills, decision-making under pressure, and proficiency in computer systems. The position offers a competitive pay rate and a full-time onsite role with excellent workplace benefits.

Benefits

Free on-site parking

Electric vehicle charging points

Onsite gym

Health and wellbeing services

Qualifications

• Strong ability to listen and communicate effectively.
• Able to make timely and accurate decisions.
• Experience with computer systems and Microsoft packages.
• Empathy for diverse customer situations.

Responsibilities

• Handle gas emergency line calls and provide customer support.
• Create work orders based on customer calls.
• Demonstrate full engagement and customer awareness.
• Build relationships with team and stakeholders.
• Ensure successful customer resolutions.

Skills

Effective communication

Decision making under pressure

Computer system usage

Empathy towards customers

Tools

Microsoft Office

Job description

We are looking for enthusiastic individuals to join our growing team in a fast-paced Customer Centre. You will be responsible for taking incoming calls and maintaining a safe and efficient service for our customers on the National Gas Emergency line. Our customers are at the heart of everything we do, and our fantastic team strive to provide an excellent service to those who rely on us 24 hours a day, 7 days a week. Who are Cadent Gas?

Responsibilities

• Taking incoming Gas Emergency line calls, providing a first-class experience to the customer, and ensuring that the correct action is taken to guarantee a safe and appropriate resolution.
• Creating the appropriate work orders off the back of customer calls into the Gas Emergency line.
• Handling all customer calls with the appropriate customer service technique, always demonstrating full engagement and customer awareness.
• Developing and maintaining excellent working relationships with both your immediate team and the wider business.
• Liaising with internal and external parties to ensure a successful resolution for the customer.
• Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for ongoing improvement.

Requirements / Qualities

• Ability to actively listen and communicate confidently and effectively.
• Experience in making accurate decisions under time pressure.
• Previous use of computer systems, including Microsoft packages.
• Desire to empathise with customers in a variety of circumstances.

About Cadent

Cadent are excited to be part of the future of UK energy! Cadent have a clear roadmap that will drive performance to the forefront of the industry and support the UK government in achieving it's net zero targets by 2050. Cadent are making a difference through innovation and new ways of working. Cadent are shaping a cleaner, greener future for their 11 million customers whom they put at the heart of everything they do.

Equality, Diversity & Inclusion

• Menopause friendly employer
• Fertility friendly employer
• Clear Assured bronze level
• Disability Confident Level 2
• Lexxic: Neurodiversity Smart employer
• Ministry of Defence Silver accredited

Workplace & Benefits

The site boasts free on-site parking including 67 electric vehicle charging points, chill out areas inside and out, coffee bar, onsite restaurant and a gym that is kitted out with all the latest equipment, which is free to use. A wide range of health and wellbeing services, engagement activities and employee support groups are also available.

Key Details

• Start date: Monday 20th October 2025
• Pay rate: £16.34 per hour (includes 20.8% shift allowance) for week 1-12. From week 13 onwards it will be £16.78 per hour.
• Contract type: Temporary assignment via Reed Talent Solutions.
• Shift pattern: Monday-Friday for the first 3 months training period, then move onto alternating shift pattern, Monday - Sunday shifts between 6.45am - 11pm
• Contract: 6-month temporary assignment with a view to be extended to 9 months
• Location: Pilot Way Ansty Park, Coventry, CV7 9JU
• Onsite/hybrid/remote: Full time on site