At a Glance
- Tasks: Deliver exceptional customer service and resolve enquiries across multiple channels.
- Company: Join Cadent, a leader in the UK energy sector committed to innovation.
- Benefits: Enjoy a competitive salary, annual bonus, flexible working, and generous holiday.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real difference in customer experiences while shaping a greener future.
- Qualifications: Previous customer service experience and strong communication skills are essential.
The predicted salary is between 25200 - 30800 £ per year.
We’re looking for a Customer Contact Support Advisor to join our team on a permanent basis, delivering outstanding service across a range of customer enquiries and complaints while supporting operational excellence and continuous improvement. This is a full time role, working Monday to Friday on a shift rota between 8:00am and 8:00pm. The role is based at our Ansty office (CV7 9JU), with free onsite parking available.
Why you’ll love this role
As Customer Contact Support, you’ll be at the heart of delivering an exceptional customer experience. You'll manage customer interactions from initial contact through to resolution, ensuring every customer receives a professional, empathetic, and efficient service. This is a varied role where no two days are the same. You'll work across multiple communication channels, collaborate with teams across the business, and contribute towards continuous improvement initiatives that enhance both customer satisfaction and operational performance.
What you’ll be doing
- Manage customer enquiries and complaints across multiple channels
- Ensure every customer interaction is handled to a high standard
- Take ownership of customer cases from initial contact through to resolution
- Investigate queries and complaints, ensuring accurate and timely outcomes
- Support operational excellence
- Maintain accurate customer records and case notes
- Ensure compliance with company policies and procedures
- Identify opportunities to improve processes and customer experiences
- Work collaboratively with colleagues and stakeholders across the business
What you’ll bring
You’ll be customer focused, proactive, and passionate about delivering excellent service. You’ll be comfortable managing a varied workload and handling a range of customer interactions professionally and effectively.
Experience
- Previous customer service experience is essential
- Experience in a contact centre is desirable
- Experience handling customer cases or complaints would be advantageous
Skills
- Strong communication and interpersonal skills
- Excellent problem solving and decision making abilities
- Ability to manage customer interactions professionally and empathetically
- Confidence using computer systems and Microsoft Office
- Ability to build effective working relationships across teams
At Cadent, we’re thrilled to be part of the future of UK energy! We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050. We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.
What’s In It for You
Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that’s why we’re committed to supporting our people to get the best out of themselves. For this role, we offer:
- Annual bonus
- Pension Scheme double matched up to a total of 18% of salary
- 25 days holiday, plus statutory days, and an option to buy more
- An extra day off each year to celebrate life’s special moments
- Career development with funded learning options
- Flexible working and strong ED&I commitments
- Generous family policies and flexible benefits
- Retail discounts, gym access, and more
We support a healthy work-life balance and are open to flexible working options.
Diversity and Inclusion
Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent. We value diversity and are committed to being an equitable employer.
As a proud Disability Confident Leader, we guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy. Please let us know if you require any reasonable adjustments at any stage of the recruitment process and we will ensure that support is provided.
Customer Contact Support in Coventry employer: Cadent Gas Ltd
Cadent Gas Ltd is an exceptional employer, offering a dynamic work environment where safety and reliability are paramount. With a strong emphasis on employee growth, you will benefit from career development opportunities, a competitive annual bonus, and generous holiday allowances, all while working alongside a skilled team dedicated to maintaining the integrity of our gas network across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Support in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cadent Gas Ltd. 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 Cadent Gas Ltd 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 Customer Contact Support in Coventry
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 Cadent Gas Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Cadent Gas Ltd 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 Cadent Gas Ltd!
How to prepare for a job interview at Cadent Gas Ltd
✨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.
