Senior Customer Service Advisor in Newport

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for a Senior Customer Service Advisor (Vulnerable Customer Specialist) who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.

Purpose of this role

To provide exceptional service compassionately and consistently to our customers, particularly those in vulnerable situations, earning their long-term loyalty to BUUK Infrastructure. Our primary mission is to prioritise our customers' needs, ensuring they feel valued and supported throughout their journey. We are committed to championing vulnerable customers and creating an environment of empathy and understanding.

Your key responsibilities are

• Act as the primary point of contact for vulnerable customers and colleagues, offering unwavering support and guidance to those in need.
• Step in when the Contact Centre Team Manager is unavailable, ensuring seamless service and support continuity.
• Answer inbound calls and respond to written contacts within set timescales and with the utmost quality, ensuring that we not only meet but exceed customer expectations while adhering to industry regulations.
• Strive for first contact resolution on every interaction, providing exceptional customer service that efficiently meets their needs and minimises customer effort.
• Assist with inbound sales inquiries and new sign-ups across all our retail brands, including potential Sky TV customers, whenever it benefits our customers.
• Actively encourage customers to participate in our satisfaction surveys, demonstrating our commitment to improving based on their valuable feedback.
• Maintain up-to-date and accurate customer records to better understand and support our customers' needs.
• Actively engage in our quality model and coaching sessions, regularly self-evaluating for personal growth and improvement.
• Contribute to training delivery and ensure training materials remain current, fostering a culture of learning and growth.
• Work collaboratively within the team, promoting a courteous and friendly atmosphere that uplifts colleagues, managers, and customers.
• Take ownership of your performance and behaviour, actively seeking opportunities to identify and address issues for the collective improvement of our processes and services.
• Maintain a relentless commitment to resolving customer inquiries on the first attempt, consistently representing our company's dedication to exceptional service.

Qualifications

• A level or NVQ equivalent.

Experience/Knowledge

• Experience of working with customers or members of the public.
• Evaluating work and feeding back.
• Communication in large groups and 1-2-1 setting.
• Coaching and developing people.
• Experience in training others.

Abilities/Skills

• Ability and desire to deliver the highest quality support to customers.
• Customer focused.
• Demonstrate strong verbal and written communication skills.
• Excellent listening skills, the ability to build rapport and empathise with customers.
• Able to work independently and make decisions.
• A desire to help others, with a willingness and ability to take ownership of issues through to resolution.
• A positive, friendly, and pro-active attitude.
• Flexible and adaptable with the ability to interact with all types of customers.
• Well-developed organisation skills with the ability to multitask and meet deadlines.
• A passion and motivation for working to individual and team targets.
• Ability to work well as part of a dynamic team.
• People orientated able to motivate and engage on all levels verbal and written.
• Attention to detail in completion of reports.

Desirable

• Experience of working in contact centres.
• Ability to use Microsoft Office programmes or equivalent.

Conditions of Employment

You are required to have your criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data.

What can you expect from us

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.
• BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.

Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.