Contact Centre Advisor

Contact Centre Advisor

23,400 to £23,500 plus £1,800 London Weighting per annum

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

Weekly Rotational Shift Pattern :

1. 0800-1630

2. 0930-1800

3. 1130-2000

Working 1 Saturday morning ( in 4

Key responsibilities will include :

• Undertake an initial on the spot risk assessment and make quick decision to resolve a call
• Work to set quality standards, targets and service levels
• Maintain accurate records by logging and tracking all calls in the CRM system
• Undertake administration of customer accounts ensuring requirements are processed in a timely and accurate manner to avoid re-work
• 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
• Be able to work and co-operate as part of a team, assisting and supporting colleagues, TL’s and other departments, when necessary
• Delivering and maintaining team performance targets

As such we would like you to have / be :

In return, we can offer :

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