Customer Advisor
Salary - £12.77 per hour PAYE // £15.63 per hour Ltd Umbrella
Location - CA28
Full time role starting 7th October
We have a fantastic opportunity for Customer Advisors to join a leading Utilities Provider in their Billing team. This role is very important to the business as it will be your responsibility to speak directly with customers to resolve their queries.
We are looking for people who have excellent communications skills and a friendly/positive personality. You will also need to be able to identify and use your own judgement on what support the company can offer, using the payment plans, schemes, tariffs and service offerings (i.e. MyAccount/App) we have available to help.
You will be answering customer queries using a variety of methods, letter, email or telephone. To be successful in this you will need to be able to prioritise your workload in a fast-paced environment and be able to react quickly.
Job accountabilities
- Have a passion and commitment to provide the highest levels of customer satisfaction at each customer contact.
- To identify and implement process improvements to improve service to the customer and operational performance.
- To work in partnership with operations employees at all levels of the organisation to ensure work activities are resolved to the satisfaction of the customer.
- Accurately record and process a variety of customer enquiries.
- Diagnose customer issues through detailed questioning and active listening.
- Investigate and interpret data held on a number of different systems.
- Manage customer expectations and set and agree timescales for actions to be performed.
- Promote products in line with marketing input.
- Conduct outbound calls following events and system unavailability.
- Review own performance statistics and take responsibility for personal development.
- Ability to be able to respond to and resolve written customer contacts.
Knowledge and skills
- The ability to work flexibly between hours of 8.00am - 8.00pm Monday to Friday and 8.00am - 5.00pm on Saturday.
- Experience of working with customers, face to face, telephone or internal customers.
- Good keyboard skills.
- Numerical reasoning i.e. able to make sense of figures.
- Strong written and verbal communicator
- Clear tone and understandable voice.
- Experience of Microsoft office applications
- Able to work quickly and accurately in a pressurised environment
This opportunity is perfect for a School/College leaver with an eagerness to learn and start work.
Please note that should your application be shortlisted; you will be called to be asked a series of screening questions. After these have been asked a short telephone interview will be conducted, upon passing this you will be invited to the office for an in-person final interview.