Night Contact Centre Advisor (Customer Support)

ENWL; Preston; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave plus bank holiday

Private healthcare

Employee rewards portal with discounts

Market-leading contributory pension

Employee assistance programme and L&D

Job summary

Electricity North West is recruiting a Customer Advisor for night shifts in Preston. You will handle inbound calls from potentially vulnerable customers, providing support during power cut events and coordinating welfare assistance where needed.

You will also perform proactive outreach to the Extra Care Register, update customer details, and collaborate with other teams to resolve queries and complaints efficiently while maintaining accurate records.

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

• Handle inbound calls from customers, including those who are vulnerable or have had a power cut, providing clear guidance and setting expectations.
• Carry out proactive outbound calls to update details and offer welfare support where needed.
• Investigate and resolve customer queries and complaints, coordinating with other teams for quickest outcomes.
• Maintain and cleanse customer data, ensuring records are up to date.

Skills

Customer service experience

Active listening

Empathy

Target-driven

Job description

Electricity North West is recruiting a Customer Advisor for night shifts in Preston. You will handle inbound calls from potentially vulnerable customers, providing support during power cut events and coordinating welfare assistance where needed.

You will also perform proactive outreach to the Extra Care Register, update customer details, and collaborate with other teams to resolve queries and complaints efficiently while maintaining accurate records.