Customer Service Agent

  • Job Reference: R0020749
  • Date Posted: 5 May 2022
  • Employer: Centrica
  • Location: Stockport, Greater Manchester
  • Salary: £23,757
  • Bonus/Benefits: Plus Bonus and benefits
  • Sector: Customer Service
  • Job Type: Contract
  • Duration: 12 months
  • Work Hours: Full Time

Job Description

Planning & Dispatch Agent (Stockport) - This is a full time Fixed Term/Secondment position for 12 months (37 hours per week)

Location - reporting to our office subject in Stockport. Here's the address:

British Gas

Newbridge Lane



Salary - £23,757 per annum+ OTE range of 5% - 12.5% (paid quarterly)

Shift patterns - We have two types of shift patterns working in this team.

Example 1 - Working 37 hours between 07:30- 19:00 Monday to Friday with one Saturday a month from 08:00-14:00

Example 2 - If you can super flexible with your working hours then this one might be for you. Working on an eight-week rotation of 37 hours with days off during the week too.

Between 07:00-20:00 Monday to Friday. 07:30-18:00 Saturday. 07:30-17:00 Sunday. (Shifts finish 1 hour earlier in the summer months)

Start date - 30th May 2022

Training Details - Monday to Friday 9:00am-5:30pm for six weeks at our Stockport Office. Once you have demonstrated you are confident in doing the role, you will move to a mixture of home and office working. Currently our teams visit the office up to three days a week. This may change subject to business requirements so ensure your commute and your work life balance is manageable. We really don't want you to miss any training so no holidays will be authorised during this time.

About Us...

At British Gas our customers and our colleagues are our priority. 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.

Lockdown has taught us that nothing is impossible, so when you're working from home, we'll supply all your IT equipment- you'll just need a desk, a comfortable chair and a stable, wired internet connection (10mps)

What you'll be doing…

  • You'll be working in one of our Planning and Dispatch Teams, dealing with inbound calls from our engineers who are visiting our customers' homes to install central heating systems or servicing and repairing their electrical appliances.

  • You'll be asking the right questions, having timely conversations, and making it your priority to support and deliver an amazing customer experience. Living our values every day.

  • Throughout the day you'll review our planning boards and support our engineers with the day to scheduling of their work. Providing solutions and alternatives to ensure they deliver the right service within our agreed timescales

  • We'll be asking you to escalate any emergency appointments and liaise closely with our engineers to ensure our vulnerable customers are cared for in the right way

And the skills we need from you…

  • You should have a flair for prioritising, scheduling, and logical thinking - these qualities make amazing Planning and Dispatch Agents and will be part of your KPI's

  • You need to be digitally savvy and display confident IT skills to use our planning and forecasting systems to maintain accurate records

  • Naturally you should and have fantastic communication skills both written and verbal, and we'll be assessing for these skills throughout our recruitment process.

  • 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.

  • You'll also need the confidence to highlight issues or process improvements to ensure we continue to provide the best possible service to our customers

  • 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!

Let's talk benefits…

  • Private Medical Cover

  • Life Assurance

  • Contributory pension

  • 25 days holiday (plus the usual bank holidays)

  • A superb selection of fabulous flexible benefits

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 arranged to ensure you meet our employment criteria. We'll also ask you to complete a Basic Disclosure Check (Criminal Records) and of course we'll collect your previous employment references as standard.

We will be looking to interview week commencing 28th March 2022