customer relations Edinburgh, Scotland
Job description
Customer Resolution Advisor This is a permanent full-time position (37 hours per week)
Location - We’re looking for people who can work from home and commute to the Edinburgh office when required. Currently, we ask you to come into the office a minimum of once a month, and your leader will let you know any additional occasions you’re required to come into the office which is likely to happen.
Here’s the address:
Scottish Gas
1 Waterfront Avenue,
Edinburgh,
Scotland,
EH5 1SG
Start date - Various Start Dates Ending November 2023
Salary £24,945 per annum+ annual bonus of up to 16% (paid quarterly)
Shift patterns
During training, your hours will be 09:00-17:00 Monday to Friday
After training, your shift will fall between 08:00-18:00 Monday to Friday, and you’ll be advised of your 37 hours weekly shift during your training period
We have a ‘FlexFirst’ policy for hybrid working. FlexFirst is about working flexibly between home and offices, not home working. There will be an expectation set out by your manager on when you’ll need to come into the office. Please be aware, your contract is office based.
To get the most out of your training and grad bay experience you’ll be asked to attend the office in person. After your training and grad bay period we take a flexible approach to working with some time throughout the month spent connecting with your team onsite.
About Us
At British Gas our customers and our colleagues are our priority. Our job is to remain focused on delivering our purpose to help customers live, sustainably, simply, and affordably. It’s what we do best. We’re proud to live our values every single day. We care. We’re courageous. We collaborate with each other.
What you’ll be doing
You’ll be working as a Customer Resolution Agent within our British Gas Residential Energy Division. This is a customer- facing role, dealing with gas and electricity enquiries for our Pay As You Go Energy (PAYGE) customers, including complaints over call.
PAYGE customers have a prepayment meter that requires customers to pay for energy before using it. In your role, you’ll complete training to support these customers.
You’ll be responsible for solving a range of enquiries from our residential PAYGE customers politely and efficiently; whether that involves dealing with a billing query, responding to a change of address, or retaining customers who are thinking of leaving us.
You’ll be empowered to make decisions that are right for our customers and business leading to reaching suitable outcomes based on each customers individual circumstances; every customer is different.
You’ll take ownership of each customer, getting to the heart of the query, deciding the best course of action, and providing the kind of service that earns our customers’ trust.
The right candidate will have excellent customer service skills to support our vulnerable customers in a cost-of-living crisis.
We’re constantly improving our processes and systems to best support our customers, so you’ll go through upskill training activity regularly to support you through this
We’re in the midst of changing our billing system for customers, which means that at some point you’ll go through a period of training once our customers have moved from one system to the other
We’re committed to embed a culture of Continuous Improvement by identifying and implementing small changes in our day-to-day roles which will improve the customer and colleague experience
The skills we need from you
Your absolute passion and flair for delivering amazing customer service should be one of your motivational drivers
Speaking to customers all day can be difficult, so we need resilient people with lots of energy and enthusiasm to deal with the different types of enquiries we receive every day
Your patience and understanding speaking to customers who have been impacted by the cost-of-living crisis
You’ll handle customer cases in scheduled time during your day, so your time management and organisational skills need to be on point
This department is super-fast paced and, at times, can be high pressure so your resilience, agility and ownership skills are key to this role
To manage change in an ever-evolving energy market
You should have fantastic communication skills both written and verbal, and we’ll be assessing you for these skills throughout our recruitment process
You’ll need to be digitally savvy as you will be working across multiple complex systems
Providing the right solution first time is a key focus of in all roles to ensure we deliver against our promises
We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this
You’ll also need the confidence to escalate any issues or process improvements to the wider business areas
Oh, and don’t forget we’d love to see you self-develop and improve your skills in the role and the wider business – we’ll support you with that too!
What else you’ll need:
When you work from home you will need a reliable broadband speed. We ask that it’s at least 10mbps download and similar upload speed. You’ll also need a suitable home working environment (we’ll provide the computer equipment, but you will need a suitable desk space with no interruptions or distractions).
Let’s talk benefits
Private Medical Cover
Holiday Allowance - 25 days holiday per year + bank holidays
Life Assurance
Contributory pension
A superb selection of fabulous flexible benefits
Occasional office commute – that’s got to be good for your wallet and the planet!
You’ll need the Right to Work in the UK so a passport or a birth certificate and proof of National Insurance are essential. A credit check will be arranged to ensure you meet our employment criteria. We’ll also ask you to complete a Basic Disclosure Check and of course we’ll collect your previous employment references as standard.
At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!
PLEASE APPLY ONLINE by hitting the 'Apply' button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
