Energy Customer Advisor – Inbound Support Champion

ENWL; Preston; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual bonus

25 days annual leave

Private Healthcare

Employee rewards portal

Pension scheme

Employee assistance programme

L&D development opportunities

Job summary

SP Electricity North West is recruiting a Customer Advisor for its Preston contact centre. You will handle inbound and outbound calls, assisting customers including those in vulnerable situations, with empathy and clear guidance to resolve issues in line with targets.

You will receive thorough training to become a multi-skilled agent across online calls, back-office tasks and general enquiries, ensuring a high standard of service and welfare support.

Qualifications

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

Responsibilities

• Receive inbound calls from customers, including those who are vulnerable or have had a power cut, and provide guidance to resolve queries within targets.
• Carry out proactive outbound calls to vulnerable customers on our Extra Care Register to update details and offer welfare support.
• Understand issues through detailed questioning and active listening, then manage expectations and action timescales.
• Collaborate with other areas to resolve complex queries and complaints, ensuring quick and effective outcomes.
• Maintain data cleansing and updates to customer records as required.

Skills

Customer service

Active listening

Empathy

Communication

Time management

Complaint handling

Job description

SP Electricity North West is recruiting a Customer Advisor for its Preston contact centre. You will handle inbound and outbound calls, assisting customers including those in vulnerable situations, with empathy and clear guidance to resolve issues in line with targets.

You will receive thorough training to become a multi-skilled agent across online calls, back-office tasks and general enquiries, ensuring a high standard of service and welfare support.