Energy Customer Resolution Specialist – Hybrid & Bonus Eligible

Centrica; Leicester; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Hybrid work arrangement

Bonus potential

Job summary

British Gas in Leicester is seeking a Business Customer Resolution Agent to own customer accounts, investigate complex queries and help retain and grow relationships. You’ll manage end-to-end cases from account queries to debt conversations and tenancy changes when customers move premises.

You’ll balance customer experience with commercial and compliance outcomes, making judgements for the right resolution and collaborating across systems to resolve issues quickly.

Qualifications

• Strong customer focus with a passion for excellent service.
• Proven problem-solving and investigative skills for complex account queries.
• Experience managing customer cases end-to-end.
• Confident handling challenging conversations including debt or sensitive issues.

Responsibilities

• Taking end-to-end ownership of customer accounts & complaints, managing queries and events through to resolution.
• Investigating and resolving customer issues using multiple systems and information sources.
• Handling inbound and outbound contact across phone, web chat and written channels.
• Making sound decisions that deliver the best outcome for the customer and the business.
• Proactively managing debt, tenancy changes and retention conversations.
• Ensuring issues are fully resolved to prevent repeat contact and drive customer satisfaction.
• Managing workload to meet speed-to-resolve and case completion targets.
• Keeping customer accounts accurate through account health checks.
• Working collaboratively within the team and sharing knowledge and best practice.
• Operating in line with quality, compliance and data protection requirements.

Skills

Customer focus

Problem-solving

Account management

Debt handling

Organisation

Team player

Attention to detail

Job description

British Gas in Leicester is seeking a Business Customer Resolution Agent to own customer accounts, investigate complex queries and help retain and grow relationships. You’ll manage end-to-end cases from account queries to debt conversations and tenancy changes when customers move premises.

You’ll balance customer experience with commercial and compliance outcomes, making judgements for the right resolution and collaborating across systems to resolve issues quickly.