Fantastic opportunity for Customer Advisor's to join them in Preston. Do you have customer service experience? Are you looking for an exciting new opportunity in Preston? Electricity North West is looking for Customer Advisors in their new Contact Centre, and are offering a salary of £26,998.44 plus shift pay and excellent benefits.
As a Customer Service Representative, you will be point of contact for our customers, providing a first-class customer experience and ensuring that any queries or issues that may arise are resolved within company and regulatory targets.
You will receive full training to become a multi-skilled agent, able to adapt across varying skillsets including online call blending, back office, general enquiries, and complaint case working tasks.
Responsibilities include:
1. Receive inbound calls from customers who are potentially vulnerable and have had a power cut. Provide understanding, support, and guidance to help them through this difficult time, using detailed questioning, active listening, and managing expectations.
2. Carry out proactive outbound calls to customers with vulnerabilities on our Extra Care Register to ensure their details are current, enabling support during power cuts. Offer welfare support and advice, and signpost to relevant partners as needed.
3. Understand customer issues through detailed questioning and active listening, manage expectations, and set realistic timescales for actions.
4. Work with other departments to resolve complex customer queries and complaints efficiently, aiming for the best customer outcomes.
5. Maintain accurate data records and perform data cleansing activities.
Shifts run Monday to Sunday between 7am and 10pm, working one weekend in four.
Requirements:
* Proven customer service experience in a fast-paced contact centre environment.
* Experience handling complaints.
* Strong organization and time management skills.
* Experience supporting customers with vulnerabilities is preferred.
Electricity North West is committed to supporting the North West community and leading the transition to a sustainable energy future. We are proud of our recognition as Utility of the Year 2024 and our innovative approach to industry challenges.
Benefits include:
* Annual bonus scheme
* Twenty-five days annual leave plus bank holidays
* Private healthcare
* Discounts through our employee rewards portal
* Market-leading contributory pension scheme
* Employee assistance programme and professional development opportunities
We value diversity and strive to create an inclusive environment. For application support or adjustments, contact our Recruitment team at 0845 366 0092 (option 2). All offers are conditional upon satisfactory pre-employment checks, including references, DBS, and drug & alcohol tests. We reserve the right to close this vacancy early.
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