Job Introduction
Mission
Responsible for providing an inbound and outbound Customer Experience function to both B2B and B2C segments.
Responsibilities
* Acting as a first point of contact to customers
* Answering the phone for the customer service line
* Resolve customer queries using internal process and to a satisfactory standard
* Supporting the management of the customer service inbox
* Returning calls to customers when required
* Redirecting calls to third party providers when necessary
* Provide professional, thorough and accurate support to internal departments in relation to customer queries
* Building and maintaining a strong knowledge of AvantiGas and the LPG industry
* Updating the customer database with accurate and up to date information
* Escalating complex queries to managers or other relevant teams
Key facts
* Working within a matrix organisation, reporting to Customer Experience Manager
* Located at our Head Offices in Staveley
* Working as part of a team of Customer Experience Advisors
* Monday to Friday, 8.45am to 5.00pm with a 45 minute break for lunch
Profile
Functional:
* Experience in a customer facing role
* A proven ability to succeed in high volume environments
* A grade C/4 in GCSE Maths and English (or equivalent)
* Strong computer literacy including MS Office packages
Personal:
* Excellent communication skills both written and verbal
* Ability to develop rapport with customers & internal stakeholders
* Confident managing conflict and challenging situations
* A team focused approach to work
* Strong organisational and multi-tasking skills
* Confidence working under pressure
Compensation
* Job Grade 7
Recruitment process
* Video interview with Talent Acquisition Partner
* Face to face competency-based interview with Customer Experience Manager and HR Business Partner
* External assessment
Performance KPIs
* Departmental targets based around call answer rate, email response time and service quality monitoring.