At a Glance
- Tasks: Take ownership of customer accounts, resolve queries, and manage relationships in the energy market.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Competitive salary, quarterly bonuses, flexible working options, and career development opportunities.
- Other info: Enjoy a collaborative environment with excellent growth potential.
- Why this job: Make a real impact by helping customers and solving complex issues every day.
- Qualifications: Strong customer focus, problem-solving skills, and experience managing accounts.
The predicted salary is between 30044 - 30044 £ per year.
We're looking for a Business Customer Resolution Agent to join a multi‑skilled team supporting customers in the energy market. This is a varied, end‑to‑end role where you'll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships. You’ll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you’ll support them at every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises. You’ll be trusted to make decisions that balance customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.
Salary: £30,044 basic + Quarterly bonus up to 16% of salary
Start Date: 27th July (we will be unable to approve holidays within the first 6 weeks)
Office location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG
Working style: Office-based during training up to 6 weeks, with flexible hybrid / work‑from‑home options available post‑training. 2 office days per month is standard.
Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).
What you’ll be responsible for:
- Taking end‑to‑end ownership of customer accounts & complaints, managing queries and account events through to resolution
- Investigating and resolving customer issues using multiple systems and information sources
- Handling inbound and outbound contact across phone, web chat and written channels
- Making sound decisions that deliver the best outcome for the customer and the business
- Proactively managing debt, change of tenancy and retention conversations
- Ensuring issues are fully resolved to prevent repeat contact and drive strong customer satisfaction
- Managing workload effectively to meet speed‑to‑resolve and case completion targets
- Keeping customer accounts accurate and up to date through account health checks
- Working collaboratively within your team, sharing knowledge and best practice
- Operating in line with quality, compliance and data protection requirements
What we’re looking for:
- A strong customer focus with a genuine passion for delivering excellent service
- Proven problem‑solving and investigative skills, able to handle complex account queries
- Experience managing customer cases or accounts end‑to‑end
- Confidence handling challenging conversations, including debt or sensitive issues
- Excellent organisation and time‑management skills
- A collaborative team player who shares ideas and supports others
- Comfortable working across multiple systems with strong attention to detail
Business Customer Contact Agent employer: British Gas (Centrica)
Join a dynamic and supportive team as a Business Customer Contact Agent in Edinburgh, where your contributions directly impact customer satisfaction and retention. We offer a competitive salary with quarterly bonuses, flexible working options post-training, and a culture that empowers you to take ownership of customer accounts while fostering your professional growth. Experience a collaborative environment that values your input and encourages continuous development, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Business Customer Contact Agent
✨Tip Number 1
Get to know the company! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life scenarios where you've resolved customer issues or handled complex queries. Be ready to share these examples during your interview to demonstrate your capabilities.
✨Tip Number 3
Show off your teamwork spirit! Prepare to discuss how you've collaborated with others in the past. Highlighting your ability to work well in a team will resonate with the multi-skilled approach they value.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining the team.
We think you need these skills to ace Business Customer Contact Agent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Business Customer Contact Agent role. Highlight your customer service experience and problem-solving skills, as these are key to what we’re looking for!
Showcase Your Skills:In your written application, don’t just list your skills—give examples! Talk about times you’ve successfully managed customer accounts or resolved complex queries. We want to see how you’ve made a difference!
Be Clear and Concise:Keep your writing clear and to the point. Use bullet points where appropriate to make it easy for us to read. Remember, we’re looking for someone who can communicate effectively with customers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at British Gas (Centrica)
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Business Customer Resolution Agent. Familiarise yourself with the energy market and think about how you can take ownership of customer accounts and resolve complex queries effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or managed complex cases. Highlight your investigative skills and how you made decisions that balanced customer satisfaction with business outcomes.
✨Practice Handling Challenging Conversations
Since this role involves sensitive topics like debt management, practice how you would approach these conversations. Think about how to remain calm and professional while ensuring the customer feels heard and supported.
✨Demonstrate Team Collaboration
Be ready to discuss how you work within a team. Share examples of how you've collaborated with colleagues to share knowledge and best practices, as this role requires a strong team player who contributes to a positive working environment.
