Customer Contact Advisor

Location: Plymouth

Type: Permanent, Full-time, On-site

Salary: £23,400

Creating a better world, a better company, and a more fulfilling future…

Calor is an exciting and inspiring company to work for, where investment in our people's skills and knowledge is integral to our success. We ensure a supportive and inclusive working environment which is underpinned by our culture of expertise, safety and trust.

These things allow us to lead the way in terms of sustainability, innovation and personal development.

As the lead supplier in the UK LPG market, things rarely stand still for us. From humble beginnings, and as part of SHV Energy, Calor has continued to develop and diversify, ensuring that our service offering is expansive, progressive and relevant to our customers. It is our people that enable us to do that, which is why they are the heart of our business.

The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Customer Contact 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.

Hours of work:
Working hours total 37.5 hours per week, Monday to Friday, with occasional Saturday work from 9:00 AM to 1:00 PM and the potential for overtime to meet business needs.

Key responsibilities will include:

• Undertake an initial on the spot risk assessment and makes quick decisions in a pressured environment to resolve a call in the most appropriate way
• Work to set quality standards, targets and service levels within a real time environment to deliver and enhance personal and departmental performance
• Maintain accurate records by logging and tracking all calls in the CRM system ensuring that all relevant systems are up to date
• Ensure that own knowledge is kept up to date and retained to enable correct information to be provided to customers and colleagues, adapts quickly and confidently to changes to processes and information provided
• Use skills and experience to handle calls with vulnerable customers with empathy and resilience
• To capture and progress customer orders
• Undertake administration of customers’ accounts ensuring requirements are processed in a timely and accurate manner to avoid re-work and maximise customer satisfaction
• Take every opportunity to promote Calor services to the customer
• Be receptive to complaints or problems, research, resolve customer complaints within given parameters, and be aware of possible solutions to make informed decisions and own the problem
• Agree and achieve both quantitative and qualitative service standard performance targets and objectives with the Team Leader (TL) and ensure they are delivered to
• Be able to work and co-operate as part of a team, assisting and supporting colleagues, Team Leader’s and other departments, when necessary
• Assist in developing processes for constant improvement for the benefit of the customer and Calor’s business goals
• To stay focused and motivated with a positive attitude towards learning, growth and
• change
• Be able to challenge yourself and others to make step changes in knowledge, experience, skills, behaviour, and share knowledge of best practice
• Delivering and maintaining team performance targets
• Capture, maintain and ensure quality and safety of customer data
• Identifying, highlighting and escalating any service-related issues

As such we would like you to have/be:

• Experience using SAP and Salesforce preferred
• Have excellent communication and relationship building skills and demonstrate real care about the customer through a consultative and listening approach
• Have a strong sense of ownership and take pride in your work
• Be well organized and able to work under pressure
• Have excellent attention to detail
• Have good IT systems knowledge
•Able to work in an environment of high volume of calls

What We Offer

•  Annual Leave: 25 days plus 8 bank holidays, with a holiday purchase scheme.
•  Health Benefits: Private medical insurance.
•  Pension Scheme: Salary sacrifice contributions matched to 4.5% (increasing to 7.5% after two years).
•  Life Assurance
•  Additional Perks: Staff discounts on gas.

Why Join Us?
At Calor, you’ll be part of a supportive and inclusive team, where your contributions are valued. We offer exciting challenges, continuous learning, and opportunities for professional growth. With us, you’ll be empowered to take your career to new heights.

Apply Now!
Please note that to be eligible for this role, you must live in the UK and have the legal right to work here. If you meet these requirements and have the skills and experience we’re looking for, we’d love to hear from you. Apply today and become part of a team that takes pride in delivering exceptional service to our valued customers.