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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:

1 Waterfront Avenue

Edinburgh

EH5 1SG

Start date July 2023

Salary £24,945 per annum+ annual bonus of up to 16% (paid quarterly)

Shift patterns

• During training, your hours will be 0900-1700 Monday to Friday
• After training, your shift will fall between 0800-1800 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.

Job Types: Full-time, Permanent

Salary: £24,945.00 per year

Benefits:

• Canteen
• Casual dress
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Employee stock ownership plan
• Employee stock purchase plan
• Financial planning services
• Free parking
• Gym membership
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Profit sharing
• Referral programme
• Sick pay
• Store discount
• Wellness programme
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Quarterly bonus

Work Location: Hybrid remote in Edinburgh

Reference ID: R0043477