Contact Centre Agent - Customer Care

Stoney Stanton, Leicestershire
Permanent, Full-time, Hybrid
£24,570 - £26,000

Join Our Customer-Focused Team

Are you passionate about delivering excellent service and building strong relationships? We’re looking for a Contact Centre Agent to be a vital part of our Customer Care team, providing support and solutions to our valued customers via email and working within a fast-paced, collaborative environment.

This is a great opportunity for someone who enjoys resolving queries, thinking on their feet, and making a real difference to customer experiences every day.

Our core business hours are 8:00am-6:00pm, therefore you will be working a rotational shift pattern working 7.5 hours per day between these hours. 

What You’ll Do

• Be the first point of contact for customer queries via email.

• Resolve queries on first contact where possible, using sound judgement and initiative.

• Carry out quick, on-the-spot risk assessments to determine the best course of action.

• Log and track all communications and gas orders in our CRM system accurately.

• Stay updated on product, process, and policy changes.

• Collaborate with internal teams including Collections, escalating when needed.

• Manage and validate payment plans where appropriate.

• Deliver against personal and team KPIs in a supportive and professional environment.

What You’ll Bring

• Previous experience in a customer service or customer support role.
• Strong written communication and interpersonal skills.
• Confidence to make decisions and take initiative under pressure.
• Ability to work independently and as part of a team.
• A problem-solver who can identify improvements and suggest solutions.
• High attention to detail and strong organisational skills.
• Comfortable working to targets in a real-time, customer-facing environment.

You’ll Thrive Here If You…

• Communicate clearly and adapt your tone to different audiences.

• Stay calm under pressure and resolve issues with confidence.

• Are naturally curious and proactive about learning and improvement.

• Enjoy collaborating with others to achieve shared goals.

• Take pride in high-quality, timely work.

What We Offer You

• 25 days holiday + bank holidays

• Private Medical Insurance

• Company Pension Scheme – matched contributions (4.5% for first 2 years, rising to 7.5%)

• Life Assurance

• Staff discounts on gas

• Shopping and lifestyle discounts

Apply now to join a supportive team where your work matters, your voice is heard, and your development is valued.