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Customer Advisor

Customer Advisor

  • Location

    Leicester

  • Sector:

    Power, Nuclear & Utilities

  • Job type:

    Contract

  • Salary:

    £10 per hour

  • Contact:

    Joanne Smith

  • Contact email:

    joannes@scantec.co.uk

  • Contact phone:

    +44 (0)151 666 8972

  • Job ref:

    SP/CS/S/085889

  • Published:

    4 months ago

  • Duration:

    6 months +

  • Expiry date:

    2021-06-17

  • Start date:

    2021-05-31

CUSTOMER ADVISOR (Inside IR35)

Our Client is a UK based Technology and engineering company, they provide smart infrastructure solutions to the energy, transportation and water sectors.

Due to a new contract award within utilities (Gas) an opportunity has arisen for a Customer Advisor to support them on a contract basis in their Customer Service hub in Leicester.

Key Responsibilities:

-Respond to incoming customer calls, retain ownership through to resolution
-Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).
-To send full and accurate details of the enquiry or complaint, to the relevant operations team, ensuring any required action is taken
-Drive the resolution of complaints, liaising with the operations team, to meet the key D+1 (48 hour) KPI
-Establish and maintain good professional working relationships within the team, operations and Cadent
-Keep customers updated and informed of the progress of their enquiry/complaint
-Maintain accurate and comprehensive data records
-Follow defined work management and company processes policies at all times
-Learn, retain, extend and apply basic understanding of gas mains replacement

Skills and Qualifications:

-Confident and customer focused
-Committed to putting customers first and achieving high levels of satisfaction
-Empathic, able to see someone else’s point of view, be all inclusive
-Patient and attentive, with good active listening skills
-Understands the importance of keeping customers informed and updated in line with our process
-Adopts and maintains positive language and a ‘can do’ approach to customer challenges
-Respect customers’ busy lives and ensure promises are delivered
-Be adaptable, accommodating and flexible in responding to the needs of different situations
-Demonstrate exemplary personal behaviour towards colleagues and others
-Actively seek to build relationships at all levels; to be collaborative and sharing
-Be quietly persuasive and bring people with you
-Show emotional control when under pressure
-Take ownership and responsibility for your workloads, application and performance
-Assess and defuse conflict/areas of difficulty and find win/win solutions
-Teamwork, understand the importance of working together and supporting colleagues
Specific Requirements:
-Contact centre and/or customer service background – essential
-Experience of working in a fast paced environment, working with KPIs and SLAs – desirable
-Experience of dealing with enquiries and complaint handling - essential
-Attention to detail – essential
-Strong communication skills, both verbal and written - essential
-Experience of CRM systems and Microsoft packages – essential
-Knowledge and experience of using SAP – desirable but not essential
-Knowledge/experience of working in the utilities industry – desirable but not essential
-Understanding of regulatory requirements – desirable but not essential
-Gas industry experience – desirable but not essential

Operating hours are between 8am - 8pm during weekdays and 9am - 4pm every Saturday, therefore a flexible approach to shift work is required. For every Saturday worked, you would have a day off in lieu during that same week.

Scantec Personnel Limited is acting as an employment business and an employment agency. For contract or interim roles (and unless otherwise stated), all pay rates stated are on a Limited Company basis. Agency PAYE, Umbrella and CIS (if applicable) engagement models are also available, which will result in a different pay rate than advertised above.

 
 
Due to the high volume of applications Scantec receives it is not always possible to acknowledge every application. Shortlisted applicants will be contacted within 28 days. If you don’t hear from us within 28 days your application has not been shortlisted at this time, to be considered for future vacancies please register with us on our website.