End-to-End Customer Resolution Specialist

Centrica; England; Hybrid; GBP 30,000 - 43,000; Full time

Benefits offered by this job

Hybrid working model

Quarterly bonus up to 16%

Job summary

Centrica is seeking a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. You will own customer accounts end to end, investigate complex queries and help retain and grow relationships.

The role offers hybrid working after training and a chance to contribute across the customer journey. Expect responsibility for debt conversations, tenancy changes and customer retention, with a focus on delivering the right resolution first time and

Qualifications

• Strong customer focus and genuine commitment to service excellence.
• Proven problem solving and investigative abilities for complex queries.
• Experience managing customer cases end to end.
• Confidence in handling debt or sensitive discussions.
• Excellent organisation and time management.
• Collaborative team player who shares knowledge.
• Comfortable using multiple systems with keen attention to detail.

Responsibilities

• Take end-to-end ownership of customer accounts and complaints, guiding queries to resolution.
• Investigate and resolve issues using multiple systems and information sources.
• Handle inbound and outbound contact across phone, web chat and written channels.
• Make sound decisions balancing customer and business needs to achieve best outcomes.
• Proactively manage debt, tenancy changes and retention conversations.
• Ensure issues are fully resolved to prevent repeat contact and drive satisfaction.
• Manage workload to meet speed to resolve and case completion targets.
• Keep accounts accurate through regular health checks.
• Collaborate within the team and share best practices.
• Operate in line with quality, compliance and data protection requirements.

Skills

Strong customer focus

Problem solving

End-to-end ownership

Organisational skills

Collaborative

Attention to detail

Job description

Centrica is seeking a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. You will own customer accounts end to end, investigate complex queries and help retain and grow relationships.

The role offers hybrid working after training and a chance to contribute across the customer journey. Expect responsibility for debt conversations, tenancy changes and customer retention, with a focus on delivering the right resolution first time and