Customer Resolution Agent

Customer Resolution Agent - Permanent Role (37 hours) Salary - £24,94.00 with a Quarterly Bonus Location Spinneyside, Leicester (Flexible working, commutable distance to Leicester office as you will be required to attend the office minimum twice per month) Purpose Statement This person will be responsible for delivering a market leading customer service in our Centrica Business Solutions, British Gas Business teams . They will manage the day to day contact with our business customers through a variety of different channels. This person will be able to effectively problem solve, with a ‘can-do’ attitude and have exemplary communication skills. Accountabilities Deliver outstanding customer service, with a focus on resolving business customer queries regarding their energy supply as effectively and efficiently as possible; taking ownership of our customers to prevent repeat contact whilst identifying growth and retention opportunities Be flexible to meet our customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound Be held accountable to our transactional and touchpoint net promoter scores; willing to learn and develop from your customer feedback Contribute to deliver objectives and be flexible to agreed business targets (including lead generation, cash collection, Direct Debit penetration OAM registrations, customer satisfaction, complaints and compliance). Identify and understand customer needs in order to provide a consistently high-quality service and effectively cross-sell British Gas products and services to enhance the customer experience and increase their retention Investigate, resolve and process customer enquiries to deliver customer value at first point of contact Effectively diagnose, investigate and resolve customer complaints to ensure delivery of an efficient and effective service to the customer; work with specialist teams to ensure they are handled and resolved in a timely manner Understand and adhere to the company and department standards, policies and procedures including Broker Strategy Ability to work as part of a team, sharing best practice, knowledge, resource and ideas. Prevent repeats by ensuring full resolution and customer satisfaction Identify any operational and regulatory risks, escalating as appropriate Operate customer related information systems to the required standard to maintain accurate and secure records. Adhere to the Competence and Training procedures, in particular, to promote a culture where customers are treated fairly and are properly informed Operate customer related information systems to the required standard to maintain accurate and secure records. Competencies A genuine passion for delivering Service Excellence, understanding what makes a great customer journey, tailoring your style An understanding of the Energy industry, and the processes and responsibilities in place for suppliers Ability to quickly and effectively diagnose reason for contact and establish the best treatment path through proactive problem solving Ability to communicate with customers via different channels including exemplary written and verbal communication Demonstrate positivity and enthusiasm about new and/or challenging tasks Remain composed and professional when dealing with challenging customers Adaptable to change, and flexible in acquiring new skills, in order to meet customer demand for new channels (e.g. digital), products and services Displays an ongoing commitment to learning and self-improvement Work Experience Extensive experience in a customer facing role and target driven environment Demonstrate experience in identifying opportunities for improvement Knowledge of our range of products and services with a focus on the customer journey Computer literate in order to operate customer related information systems Overview of the Role Delivering outstanding service from the start of the customer journey through to resolution Being held accountable and learning from both touchpoint and transactional NPS feedback Diagnosing contact and establishing correct next steps Problem solver, with a can-do attitude Excellent organisational and time-management skills to successfully manage a high volume of events Managing inbound and outbound contact through a variation of different channels Flex between different workstreams in line with business requirements where appropriate Through effective questioning, maximise every customer contact to support business growth Shift coverage between 8am to 6pm Monday to Friday 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. As an international energy, services and solutions company, our focus is on satisfying the changing needs and demands of our customers in an evolving energy market. We have a wide range of roles across the business - if you’re passionate about driving change, making our customer's lives and experiences better, then we may have a role for you. Our Values are our core, we live and breathe them every day – they are the Heart of Centrica We developed our Values through conversations with our colleagues across the Centrica family - Care, Delivery, Collaboration, Agility and Courage is what it means to be Centrica. By living our values every day, we will be better able to fulfil our purpose and satisfy the changing needs of our customers. Every great brand stands for something here at Centrica, we exist to make our customers lives better today as well as build a better tomorrow. To achieve this, we ensure we are ready to be at our best, ready to shape the future, and ready to be ourselves and belong. Our people are who they are and the best person for the job is that person. Our diversity groups are great at helping us increase awareness and understanding of how to continue to develop an inclusive environment for all, as well as connecting those with common interests, common passions and a sense of belonging. We know we are all at our best when we feel comfortable and included. We want our people to feel like they can be who they want to be at work, and we work hard to provide them with the respect and flexibility to do so, to allow them to strive in their careers by bringing their whole self to work. We want our people to reflect the societies in which we work and the customers we serve. Employing such a diverse range of talent helps us to think and act differently and support our customers in the best ways possible. Key focus areas - gender, ethnicity, disability and mental health, LGBT . Through a range of initiatives and strategies we work hard to ensure Centrica group is inclusive for everyone.