Customer Service Agent

  • Job Reference: R0021178
  • Date Posted: 13 May 2022
  • Employer: Centrica
  • Location: Edinburgh
  • Salary: £23,757
  • Bonus/Benefits: quarterly bonus, pension and benefits
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Customer Resolution Agent - This is a permanent full-time position (37 hours per week)

About us

At Scottish Gas, our people are our best asset, and we'd love you to join us! Our mission is to provide energy services and solutions to our customers sustainably, affordably and simply. It's what we do best. We're proud to live our values every single day. We care. We're courageous. We collaborate with each other.
We're initially looking for people who can commute to our Edinburgh office at least once a month but we will be looking to extend to our other offices at a later date in the near future.

Here's the address:
Scottish Gas
1 Waterfront Avenue

Working Hours - 09:00 -17:00 Monday to Friday
Start Date - Various start dates from June 2022
Training - 4 weeks virtual training and 3 weeks intensive support

What will you be doing?

You'll be working as a Customer Resolution Agent in an exciting and ground-breaking new role in our Scottish Gas Residential Energy Division. Supporting and resolving customer enquiries and complaints across a range of our products. Increasing customer retention and loyalty by providing amazing service whilst maximising opportunities to grow our business with our Scottish Gas Product range.

You will be part of a multiskilled team, working with our residential energy customers. You will have end to end management and accountability for resolving any type of contact you receive in this department, being in control of your own performance. No transfers to other teams, just one stop resolution in the palm of your customers' hands.

You will work with experts in a specialised area of your team, joining "gurus" within the department to solve pre-defined tasks on behalf of your customers, colleagues and peers. This is your chance to really make a difference to our customers' energy journey. You will be empowered to make smart and effective decisions by placing your customer at the heart of everything you do.

And the skills we need from you:

  • Your absolute passion and flair for delivering amazing customer service should be one of your motivational drivers

  • It goes without saying we need people with lots of energy and enthusiasm to deal with the different types of enquiries we receive every day, so your time management and organisational skills need to be on point!

  • You will need to be digitally savvy as you will be working across multiple complex systems

  • We work across a variety of contact channels; calls, webchat, messaging services so you should and have fantastic communication skills, both written and verbal

  • This department is super-fast paced and, at times, can be high pressure so your resilience, agility and ownership skills are key to this role

  • Providing the right solution first time is a key focus of in all roles to ensure we deliver against our promises

  • We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this.

  • Oh, and don't forget we'd love to see you self-develop and improve your skills in the role and the wider business - we'll support you with that too!

What else you'll need:

When you work from home you will need a reliable broadband speed. We ask that it's at least 10mbps download and similar upload speed. You will also need a suitable home working environment (we'll provide the computer equipment, but you will need a suitable desk space with no interruptions or distractions).

Let's talk benefits
Competitive salary of £23,757
Private Medical Cover

Holiday Allowance - 25 days holiday per year + bank holidays

Life Assurance
Contributory pension
A superb selection of fabulous flexible benefits
Occasional office commute - that's got to be good for your wallet and the planet!

You'll need the Right to Work in the UK so a passport or a birth certificate and proof of National Insurance are essential. A credit check will be carried out before you start with us to ensure you meet our criteria for employment. We'll also ask you to complete a DBS Check (Criminal Records) and of course we'll collect your previous employment references as standard.