Contact Centre Operations Agent

  • Job Reference: R0001262
  • Date Posted: 25 March 2021
  • Employer: Centrica
  • Location: Stockport, Greater Manchester
  • Salary: On Application
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

We are on the hunt for Contact Centre operation Agents to join our ever-growing team, working in a collaborative, supportive environment.

You will deliver excellent service to retain and grow customer bases in On Demand, Commercial accounts and British Gas.

As a Contact Centre operation Agent you will administrate processes to support an excellent end-to-end customer journey - including engineer set up, B2B job booking, On Demand job booking, overflow BG work, engineer support, out of hours dispatch, complaint assistance, calculation of cross charges and compensation for partners

You will also be Supporting our Customers, Partner teams and the Dyno teams with administrative tasks to ensure they can run their operations smoothly whilst ensuring we meet our legal and statutory obligations to our customers

Key Accountabilities

  • As a Contact Centre operation Agent, you will deliver excellent customer service to Commercial Key Account / Partner Customers and On Demand Dyno customers assisting them with diagnosis and providing guidance and appropriate job booking resolution, resolve/review complaints where required.

  • Operational support activity including dispatching jobs, booking jobs, management of rejected jobs, franchise query resolution, onboarding/off boarding engineers to systems, collation of cross charges for billing franchisees for equipment/insurance/compensation.

  • The Contact Centre operation Agent will operate customer & Partner related information systems to the required standard to maintain accurate and secure records

  • Understand and adhere to the company and department standards, policies and procedures.

  • Adhere to the Competence and Training procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.

Any of the below for specific role:

  • Customer: Enablement of efficient resolution and exacting delivery of our end to end customer commitments. Enabling the most effective framework to delivery customer needs and contractual commitments. Governance and performance management of those working on our behalf under our brands.

  • Colleague,: Inclusive, empowering and enabling leadership ensuring our colleagues feel supported and enabled to be the best they can be for our customers. Developing a sense of priority, purpose and expectation of the standalone success of the two brands.

Work Experience & Functional/Technical Skills

  • Effective relationship building skills

  • Ability to handle complex queries and challenging customer scenarios.

  • Good knowledge of Partners administration processes.

  • Good understanding of what delivers great customer service.

  • Detailed knowledge of the range of products and services offered.

  • Ability to manage several tasks at once and priorities accordingly

  • Ability to communicate information effectively with colleagues and customers

  • Ability to generate solutions to solve problems

  • Ability to resolve Complaints and escalate where necessary

  • Passion for quality within the customer service environment

  • Ability to manage change