Customer First Adviser (Bereavement) Coventry, England
Job description
Our Journey:
At Shell Energy, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.
It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.
We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?
Job Title: Customer First Adviser (Bereavement) (1x Permanent and 1x Mat Cover)
Team: Bereavement
Location: Coventry (1 day a week in the Coventry office)
Hours: Monday - Friday 9:00 - 17:30
Your part in our journey:
It's tough enough to know what to do when a loved one or family member passes away, that’s even before thinking about paperwork and settling financial affairs.
Our bereavement team are a specialist team on hand to support both energy and broadband account and guide family members through this difficult time, making the next steps relating to a deceased customer's energy and broadband account as simple as possible.
Your part in the team:
Answer calls or emails on queries related to bereavement, and provide guidance
Take key information relating to the person who has passed away such as relationship to deceased, date passed away, address/account details, meter reading, copy of death certificate or relevant documentation, contact numbers, who will be responsible for account moving forward
The adviser will need to ask sensitive questions to establish who is the point of contact for the deceased family members account moving forward.
Advisers will ask questions to find out if there is an executor in place, if there are named family members in the will to deal with the deceased estate and who they are, or if there is no will in place and it's likely that a probate court will need to name an estate administrator.
Based on the information gathered advise on the next steps, and the type of information required
Establish if someone intends to live in the property and look to support them to set up a new account for energy used moving forward.
Ensure departments such as finance, collections and other relevant areas are notified to prevent automated processes being started.
Some cases are complex and there could be many different routes to take and both legal and compliance requirements must be considered.
Our advisers break down steps into key activities and timeframes, explaining processes to the customer, what will happen next and agreeing points in time for actions to be completed by.
Plan and organise personal activity ensuring that commitments to customers are met on time. Deal with a large number of live cases as a team which require small actions at different points.
Keep detailed notes on the customer account, and ensuring kept up to date at all times
What you’ll need to help you make the best of the role:
Excellent verbal, non verbal and written communication skills
Ability to work under pressure
Ability to employ appropriate listening and questioning techniques to establish a situation
Ability to spot inconsistencies in data, with a good attention to detail
Ability to accurately record information
Ability to empathise with customers, taking time to understand their point of view/how the customer may be feeling, and respond appropriately
Comfortable and resilient dealing with difficult conversations
High level of ability with planning and organisation
Ability to establish facts and identify problems to be solved
Ability to use judgement and find solutions in varied situations
Ability to read, understand and retain information
Ability to learn new information, systems or processes quickly
Confident to quickly apply new information learnt in new situations
The nice to have’s:
Previous call centre experience in a customer service role.
Previous experience within the energy industry.
Previous experience within a highly regulated role.
Grade: Q (Non-technical)
Contact: Alima Uddin Ali
Below are the capability levels for this role.
These are for an indication of the level you would be working to when fully competent in the role.
This is for your guidance only to help you understand if the role is the right level for you, and not a pre requisite for an application.
Capability Name
Bereavement Agent
Customer Centric
2
Communication Excellence
2
Taking Ownership
2
Regulatory Requirements
1
What Part You Play
2
Rising to the Opportunity
1
Achieving Together
2
Understanding Others
2
Self Development
1
Understanding the Business
1
Problem Solving
2
Open to Feedback
1
