At a Glance
- Tasks: Take ownership of customer accounts and resolve queries with a focus on excellent service.
- Company: Join British Gas, a leader in creating a greener energy future.
- Benefits: Competitive salary, quarterly bonuses, flexible working options, and comprehensive support for your well-being.
- Other info: Be part of a supportive team that values work-life balance and personal growth.
- Why this job: Make a real impact by helping customers navigate their energy needs while growing your career.
- Qualifications: Strong customer focus, problem-solving skills, and experience managing accounts.
The predicted salary is between 30044 - 30044 £ per year.
Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team: At British Gas, our mission is to sell it and mend it. We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon footprint.
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: 16th Nov (we will be unable to approve holidays within the first 6 weeks)
Office location: British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
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
Why should you apply? We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too.
Business Customer Contact Agent in Leicester employer: British Gas
As a White Goods Engineer with us, you'll be part of a dynamic team dedicated to driving innovation in sustainable energy solutions. Our inclusive work culture fosters collaboration and creativity, while our commitment to employee development ensures you have ample opportunities for growth and advancement. Located in a vibrant community, we offer unique benefits that support both your professional journey and personal well-being, making us an exceptional employer for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Business Customer Contact Agent in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Gas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Gas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Business Customer Contact Agent in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Gas:Your cover letter is your chance to shine! Tell us why you want to work at British Gas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Gas!
How to prepare for a job interview at British Gas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
