At a Glance
- Tasks: Be the go-to person for business customers, resolving their queries and complaints with ease.
- Company: Join British Gas, a leader in the energy industry with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, quarterly bonuses, and hybrid working options after training.
- Other info: Dynamic role with opportunities for growth and development in a supportive team environment.
- Why this job: Make a real difference by helping businesses thrive through excellent customer service.
- Qualifications: Previous customer service experience and strong communication skills are essential.
The predicted salary is between 30044 - 30044 £ per year.
As a Business Customer Relations Agent, you will be the first point of contact for our business customers, taking full ownership of enquiries and complaints from initial contact through to resolution. You will handle inbound calls and digital chats, resolving complex account, billing, and technical issues while minimising disruption to customers' day‑to‑day operations. Using strong problem‑solving and communication skills, you'll ensure complaints are resolved efficiently, professionally, and to a high standard. By delivering a consistently high‑quality service, you will build trusted customer relationships and drive positive outcomes for both our customers and the business.
Salary: £30,044 + quarterly bonus of up to 16% of salary
Contract: Permanent
Location: British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
Working Style: Up to 8 weeks office‑based training (4 weeks formal training followed by 4 weeks supported consolidation), with hybrid working opportunities post‑training (typically 2 days per month in the office)
Operating Hours: Monday to Friday (8am - 6pm)
What You'll Do:
- Manage a blended workstream of inbound calls and digital chats from business customers, delivering a professional and efficient service
- Resolve complex customer issues at first point of contact wherever possible, taking full ownership through to resolution
- Communicate clearly, confidently, and empathetically across both verbal and written interactions
- Proactively identify opportunities for business growth and promote identified lead opportunities where appropriate
- Consistently meet performance targets, including customer, growth, and contact centre productivity and efficiency objectives, while ensuring customers do not need to contact us again
- Promote Online Account Management, Direct Debit, and relevant products and services to support customer self‑service and retention
- Maintain accurate customer records, ensuring accounts are regularly health‑checked and updated
- Adhere to quality standards, regulatory requirements, and data protection policies at all times
What You'll Bring:
- A genuine passion for delivering great customer outcomes
- Excellent written and verbal communication skills
- Ability to overcome customer objections and professionally handle challenging situations
- A proactive, solution‑focused mindset, identifying root causes and resolving customers' issues
- Willingness to learn, adapt, and share best practice
- Strong problem‑solving skills with great attention to detail
- A collaborative, one‑team mindset
Experience & Knowledge:
- Previous customer service experience, ideally within a contact centre environment
- Knowledge of the energy industry is desirable
- Confidence and resilience when managing challenging customer conversations
Business Customer Relations Agent employer: British Gas (Centrica)
At British Gas, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee growth and development. Located in Leicester, our team enjoys a hybrid working model post-training, competitive salary with quarterly bonuses, and the opportunity to build meaningful relationships with our business customers while resolving their issues efficiently. Join us to be part of a dynamic environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Business Customer Relations Agent
✨Tip Number 1
Get to know the company inside out! Research British Gas and understand their values, services, and customer base. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling calls and chats, it’s crucial to sound confident and empathetic. Role-play with a friend or use online resources to sharpen your verbal and written skills.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved issues effectively. Be ready to share these during interviews to demonstrate your proactive mindset.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Business Customer Relations Agent
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your genuine passion for delivering great customer outcomes in your application. We love candidates who can demonstrate their commitment to providing top-notch service and building trusted relationships with customers.
Tailor Your Communication Style:Since you'll be handling both calls and digital chats, it's important to showcase your excellent written and verbal communication skills. Use clear and confident language in your application to reflect how you would interact with our business customers.
Highlight Problem-Solving Skills:We want to see how you tackle challenges! Share examples of how you've resolved complex issues in the past, especially in a customer service setting. This will show us that you have the proactive, solution-focused mindset we're looking for.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
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 Relations Agent. Familiarise yourself with common customer issues and how to resolve them. This will help you demonstrate your problem-solving skills and show that you're ready to take ownership of customer enquiries.
✨Practice Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly and confidently. Consider role-playing with a friend or family member to simulate customer interactions. This will help you feel more comfortable during the actual interview.
✨Showcase Your Customer Service Experience
Be prepared to share specific examples from your previous customer service roles. Highlight situations where you resolved complex issues or turned a negative experience into a positive one. This will illustrate your ability to handle challenging conversations and your commitment to delivering great customer outcomes.
✨Demonstrate a Proactive Mindset
Employers love candidates who can think on their feet. During the interview, discuss how you've identified opportunities for improvement in past roles or how you've proactively addressed customer needs. This will show that you have a solution-focused mindset, which is crucial for success in this position.
