Permanent
Customer Services
Chippenham

Customer Care Advisor

Ref: 3631| Posted: 18th Sep 20182018-09-18

Customer Care Advisor

Hours: Our call centre operate a 4 shift pattern (Early shift, Early Mid, Mid shift and Late shift) core hours are worked Monday-Friday between 8am-8pm and 8am-1pm on a Saturday. Advisors are only required to work one Saturday out of four, each advisor works a 37.5 hour week

Location: Chippenham, Wiltshire

Salary: £19,000/Annum

About the team and role:

Providing exceptional support and advice to our customers has always been at the heart of the business. The Customer Contact team is at the forefront of delivering this service and as the voice of the company, naturally interacts with our customers in a way that reflects our unique values.

Our commitment to the evolution of our approach to service will mean this will not be a typical customer service role. We are looking for people who share our customers’ commitment to a cleaner greener future, and can give them an exceptional level of technically well informed service.

This means not only ensuring the basics of good customer service are delivered brilliantly, but increasingly supporting them with energy efficiency and technology advice to help them efficiently use the energy they consume, and in some cases generate, in their home.

 

Responsibilities include:

  • Answering our customers’ queries through telephony, email, and web/digital channels, in a way that maximises effective and efficient resolution for our customers.
  • Delivering exceptional customer service ensuring each interaction provides a customer experience that focuses on fulfilling the customer’s needs, and builds trust and value with them.
  • Continuously developing your knowledge relating to the energy industry, energy efficiency, and renewables to ensure you can effectively support and develop customer knowledge
  • Increasingly delivering a sales though service experience to Good Energy customers, through the effective promotion of appropriate cross-sell and up-sell offers
  • Delivering to targets that ensure we best meet our customer needs and demand
  • Proactively owning your development and learning to ensure you remain expert in any new Good Energy propositions and industry developments
  • Identifying opportunities and making recommendations to enable the business to constantly improve its delivery to customers

 

About you:

Whilst we want you to become an energy specialist don’t worry if you have no previous experience in the field. If you have the right attitude, acumen for learning, interest in technology and share our

for protecting the world from climate change, we will match your passion and attitude by investing in the right development of your knowledge and skills. This is a role that requires a positive, self-motivated, driven person who is passionate about delivering exceptional service through innovative clean energy offerings. You are confident in learning new systems and working with industry changing technologies. You will be an excellent communicator capable of delivering clear messages to any audience. You should be a people person who, through good listening and questioning skills, can quickly identify customer types and work to support individual needs. You will be confident in building strong relationships across the company and use these relationships effectively to efficiently provide our customers with the right information, guidance and advice.

Knowledge, Skills and Experience

Essential:

  • An interest and awareness of renewable generation and eco-friendly technology
  • Exceptional customer service skills, in particular communication skills both verbal and written
  • Analytical, with a strong ability to problem solve
  • Technology minded, effective and accurate computer and system navigation skills
  • Quick learner with a thirst for knowledge
  • Proactive about building your own knowledge and driving your own development
  • A good team player, sharing and collaborating with others
  • Motivated, positive, confident and personable

Desirable:

  • Energy industry experience
  • Holds a relevant degree level qualification or vocational equivalent

The C&D Group are acting as an employment agency in regards to this role