Customer Service Advisor Level 1
Stoney Stanton
Full time, Permanent
The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Customer Service Advisor to provide a primary point of contact for external customers via the phone and in written correspondence, directly resolving matters on first contact where appropriate.
Shift Pattern:
Our Customer Service sites operate on operational opening hours of Monday to Friday 8am - 8pm which is scheduled to an early/mid/late shift basis
• Shifts are planned on a rolling basis with notice given for any changes
• Saturdays: 09.00 - 13.00
• Bank Holidays: 09.00 - 17.00
Key Responsibilities:
• Handle inbound and outbound customer calls, addressing inquiries and providing assistance promptly.
• Process customer orders accurately and manage account administration to ensure timely and efficient service.
• Actively promote Calor services during customer interactions to drive business growth.
• Investigate and resolve customer complaints within established guidelines, using sound judgment to achieve positive outcomes.
• Meet performance targets and service quality standards set with the Team Leader.
• Collaborate with team members and support other departments to achieve shared goals and ensure seamless service delivery.
• Identify and implement process improvements to enhance customer satisfaction and align with business objectives.
• Maintain a positive, proactive attitude toward learning, adapting to change, and sharing best practices.
• Ensure the accuracy, security, and quality of customer data, addressing or escalating service-related issues as needed.
As such we would like you to have/be:
• Have exceptional communication and relationship-building skills, showing genuine care for customers through active listening and a consultative approach.
• Demonstrate a strong sense of ownership and pride in delivering quality work.
• Be highly organised and capable of performing effectively under pressure.
• Exhibit excellent attention to detail in all tasks.
• Have knowledge of IT systems such as Microsoft office and SAP.
• Thrive in a fast-paced environment with a high volume of calls.
What we can offer you!
• 25 days annual leave
• Holiday Purchase Scheme
• Private medical insurance
• Company pension scheme
• Overtime is available during our busy months
• Free onsite parking
• Staff Discounts on Gas
