Contact Centre Agent - Customer Care
Stoney Stanton, Leicestershire
Permanent, Full-time, Hybrid
£24,570 - £26,000
Join Our Customer-Focused Team
Are you passionate about delivering excellent service and building strong relationships? We’re looking for a Contact Centre Agent to be a vital part of our Customer Care team, providing support and solutions to our valued customers via email and working within a fast-paced, collaborative environment.
This is a great opportunity for someone who enjoys resolving queries, thinking on their feet, and making a real difference to customer experiences every day.
Our core business hours are 8:00am-6:00pm, therefore you will be working a rotational shift pattern working 7.5 hours per day between these hours.
What You’ll Do
* Be the first point of contact for customer queries via email.
* Resolve queries on first contact where possible, using sound judgement and initiative.
* Carry out quick, on-the-spot risk assessments to determine the best course of action.
* Log and track all communications and gas orders in our CRM system accurately.
* Stay updated on product, process, and policy changes.
* Collaborate with internal teams including Collections, escalating when needed.
* Manage and validate payment plans where appropriate.
* Deliver against personal and team KPIs in a supportive and professional environment.
What You’ll Bring
* Previous experience in a customer service or customer support role.
* Strong written communication and interpersonal skills.
* Confidence to make decisions and take initiative under pressure.
* Ability to work independently and as part of a team.
* A problem-solver who can identify improvements and suggest solutions.
* High attention to detail and strong organisational skills.
* Comfortable working to targets in a real-time, customer-facing environment.
You’ll Thrive Here If You…
* Communicate clearly and adapt your tone to different audiences.
* Stay calm under pressure and resolve issues with confidence.
* Are naturally curious and proactive about learning and improvement.
* Enjoy collaborating with others to achieve shared goals.
* Take pride in high-quality, timely work.
What We Offer You
* 25 days holiday + bank holidays
* Private Medical Insurance
* Company Pension Scheme – matched contributions (4.5% for first 2 years, rising to 7.5%)
* Life Assurance
* Staff discounts on gas
* Shopping and lifestyle discounts
Apply now to join a supportive team where your work matters, your voice is heard, and your development is valued.
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