Emergency Call Handlers

Cadent Gas Ltd; Metropolitan Borough of Solihull; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading utility company is seeking enthusiastic individuals for their Customer Centre to handle Gas Emergency line calls and ensure safe, effective service. The role requires strong communication and customer service skills, with discounted rates for training and support opportunities. This position is on-site in Coventry, with a pay rate starting at £16.34 per hour.

Benefits

Free on-site parking

Gym access

Health and wellbeing services

Qualifications

• 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.

Responsibilities

• Taking incoming Gas Emergency line calls, providing a first-class experience to the customer.
• Creating appropriate work orders based on customer calls.
• Handling customer calls with appropriate techniques and full engagement.
• Developing excellent working relationships with the team and the wider business.
• Liaising with parties to ensure successful resolution for customers.
• Contributing to continuous improvement and service excellence.

Skills

Customer service skills

Decision making under pressure

Effective communication

Computer proficiency

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