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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 our Edinburgh office when required. Currently, we ask you to come into the office a minimum of once a month. There will be other times that we require you to attend the office and your leader will let you know about this.

Here’s the address:

Scottish Gas

1 Waterfront Avenue,

Edinburgh,

Scotland,

EH5 1SG

Start date 31st 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, 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 and complaints taking calls throughout the day. In the future, there may be a requirement for you to flex across contact channels such as webchats, emails & messaging services to best suit customer requirements.
• You’ll be part of a multiskilled team and have end to end management and accountability for resolving any type of contact you receive in this department, being in control of your own performance. No transfers to other teams, just one stop resolution in the palm of your customers’ hands.
• You’ll work with experts to solve pre-defined tasks on behalf of your customers, colleagues, and peers. This is your chance to really make a difference to our customers’ energy journey. You’ll be empowered to make smart and effective decisions by placing your customer at the heart of everything you do.
• 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.
• 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 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

• Taking calls 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
• In the future, we may ask you to flex across a variety of contact channels; calls, webchat, email & messaging services so you need fantastic communication skills, both written and verbal
• 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
• To manage change in an ever-evolving energy market
• 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
• 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:

• Casual dress
• Company car
• Company pension
• Employee discount
• Gym membership
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private medical insurance
• Referral programme
• Sick pay
• Store discount
• Work from home

Schedule:

• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Quarterly bonus

Ability to commute/relocate:

• Edinburgh: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Edinburgh

Reference ID: R0044035
Expected start date: 31/07/2023