At a Glance
- Tasks: Take ownership of customer accounts and resolve complex queries in the energy market.
- Company: Join a dynamic team focused on customer satisfaction and relationship building.
- Benefits: Competitive salary, quarterly bonuses, and flexible hybrid working options.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by supporting customers through their journey and enhancing their experience.
- 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 in Edinburgh 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 pride ourselves on fostering a collaborative work culture that empowers employees to take ownership of their roles, with ample opportunities for professional growth and development. Enjoy a competitive salary, flexible working arrangements post-training, and the chance to make meaningful connections with customers in the energy market.
StudySmarter Expert Advice🤫
We think this is how you could land Business Customer Contact Agent in Edinburgh
✨Tip Number 1
Get to know the company inside out! 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 interviews to demonstrate your capabilities.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨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 serious about joining our awesome team!
We think you need these skills to ace Business Customer Contact Agent in Edinburgh
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 application, don’t just list your skills—give examples! Talk about times you’ve taken ownership of a customer issue or resolved a complex query. We love seeing real-life applications of your abilities.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through, so let your passion for customer service come across!
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.
