Customer Service Advisor - Fawley

Customer Service AdvisorLevel 1 – Fawley

£22,720 to £23,500 With Excellent Benefits

Keeping our Customers Safe, Warm, Working and Informed is what we strive for at Calor.

The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Customer Service Advisor Level 1 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:

Weekly Rotational Shift Pattern:

1.         0800-1630

2.         0930-1800

3.         1130-2000

Working 1 Saturday morning (09.00-13.00) in 4

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, TL’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 and 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:

• 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

To be considered for the above opportunity you must be eligible to live and work in the UK.