Responsibilities
* Provide administrative support to the team
* Provide advice and support via different communication channels
* Maintain and develop working relationships
* Work within and promote the philosophy of safe team working
* Broad knowledge of Cadent’s Core Policies and Procedures that impact the way we operate
* Ensure efficiency and compliance to company policies
* Actively demonstrate and promote the Cadent Values, and positively contribute to a customer‑oriented approach
* Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements
* Be inquisitive with an interest in developing existing skill set and learning new skills
* Provide brilliant quality customer service to all internal and external stakeholders
* Demonstrate an inclusive work ethic
Key Responsibilities
* Supporting with driving and delivering high levels of customer satisfaction across all work-types
* Ensuring customer interactions are managed effectively and appropriately, ensuring concerns are dealt with
* Maximising opportunities to apply process improvement and best practice methodologies to improve customer performance
* Managing customer telephone contact for core query resolution
* Operating office systems and equipment, processing documents and maintaining accurate performance information
* Ability to follow standard operating procedures and processes to deliver the right outputs for our customers
* Resolving standard enquiries and complaints from internal and external parties, and escalating more complex to the relevant area
* Ensuring the input of accurate data into spreadsheets, databases and other business systems
* Taking ownership of the customer contact and escalating if necessary
* Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvement
* Required to cross flex and support customers via the National Gas Emergency line
Skills and Experience
* Call handling and previous contact centre experience preferred
* Computer literacy essential, basic level Microsoft package skills
* Previous use of SAP systems advantageous
Benefits
* Annual bonus
* Pension Scheme double matched up to a total of 18% of salary
* 25 days holiday, plus statutory days, and an option to buy more
* An extra day off each year to celebrate life’s special moments
* Career development with funded learning options
* Flexible working and strong ED&I commitments
* Generous family policies and flexible benefits
* Retail discounts, gym access, and more
Diversity and Inclusion
Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent.
We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) – can’t wait to welcome you!
All calls are recorded and may be monitored. Please only call the national gas emergency number 0800 111 999 if you have a gas emergency: if you smell gas or you suspect you have a carbon monoxide issue. Please see this advice if your gas boiler is not working or if you are having any issues with any other appliances.
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