At a Glance
- Tasks: Deliver top-notch support to customers via phone, web chat, and email.
- Company: Join Dyno-Rod, a leader in customer operations with a supportive team.
- Benefits: Enjoy a competitive salary and a flexible hybrid work environment.
- Other info: Part-time hours with opportunities for growth and development.
- Why this job: Make a real difference by helping customers and solving their problems.
- Qualifications: Experience in fast-paced environments and strong communication skills are essential.
The predicted salary is between 14640 - 14640 € per year.
Dyno-Rod is recruiting an experienced Customer Operations Agent to join our Customer Operations team. This is a part-time position (20 hours per week), working evenings (5pm–9pm) across 5 evenings out of 7, including rota’d weekends. You’ll deliver outstanding support to new and existing customers and clients across phone, web chat and email. You’ll handle billing enquiries, service requests and complaints fairly and effectively, working to internal and contract‑specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
At a glance
- Salary: £14,640.52 per annum
- Hours: Part‑time, 20 hours per week
- Shift pattern: 5pm–9pm, 5 evenings out of 7 (rota’d weekends)
- Location: Hybrid (working from home, and the Stockport office if required)
- Benefits: Company benefits package
What you’ll do
- Understand and anticipate customer needs to deliver high‑quality service and minimise repeat contact, ensuring customer satisfaction and loyalty.
- Utilise effective questioning techniques to route work to the correct plumbing or drainage Franchise Office, ensuring timely and accurate service delivery to the standard of each Franchise’s agreed operating service level.
- Raise jobs for National Accounts in line with individually agreed Service Instructions, ensuring adherence to Service Level agreements for engineer attendance and ensuring invoices can flow through to payment.
- Provide on‑site support to engineers, providing non‑technical guidance on the terms and conditions of cover queries and work transfers to ensure smooth operations.
- Provide comprehensive support during specified out‑of‑hours periods, resolving customer and client requirements to resolution.
- Dispatch franchise jobs to on‑call Franchisee engineers during weekends and bank holidays, ensuring adherence to escalation processes.
- Prepare, check, and share daily reports with stakeholders, adhering to pre‑agreed specifications to maintain transparency and accountability.
What you’ll bring
- Experience working in a fast‑paced office environment.
- Strong written and verbal communication skills to articulate information clearly and concisely.
- Commitment to delivering results and maintaining a customer‑centric approach.
- Ability to think laterally, take initiative, and solve problems efficiently.
- Ability to prioritise and organise/plan accordingly.
- Effective customer relationship and communication skills to build and maintain strong connections.
- Excellent communication and problem‑solving skills to route unique customer interactions to internal teams for resolution.
- Ability to effectively influence and impact stakeholders to achieve desired outcomes.
- Confident using Microsoft Office applications.
- Strong numeracy and literacy skills.
Customer Operations Agent employer: Centrica Plc
Dyno-Rod is an excellent employer that values its employees by offering a supportive work culture and a comprehensive benefits package. As a part-time Customer Operations Agent, you will enjoy the flexibility of hybrid working, allowing you to balance your professional and personal life while contributing to a team dedicated to outstanding customer service. With opportunities for growth and development within the company, you will be part of a dynamic environment that prioritises employee satisfaction and success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Dyno-Rod. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common customer service scenarios and how you'd handle them. This will boost your confidence and help you articulate your thoughts clearly during the real deal.
✨Tip Number 3
Show off your skills! When you're in the interview, don’t just talk about your experience—give specific examples of how you've handled customer queries or complaints in the past. This will demonstrate your problem-solving abilities and customer-centric approach.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’d be a perfect fit for the Customer Operations Agent position.
We think you need these skills to ace Customer Operations Agent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Operations Agent role. Highlight your relevant experience in customer service and any specific skills that match the job description, like communication and problem-solving.
Showcase Your Skills:Use examples from your past work to demonstrate your strong written and verbal communication skills. We want to see how you’ve effectively handled customer enquiries or complaints in a fast-paced environment.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate applicants who can articulate their thoughts clearly, just like you would when communicating with customers.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Centrica Plc
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Operations Agent role. Familiarise yourself with the key responsibilities, such as handling billing enquiries and service requests. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Show Off Your Communication Skills
Since strong communication is crucial for this role, prepare examples of how you've effectively communicated with customers in the past. Think about times when you resolved complaints or provided exceptional support. Practising these scenarios will help you articulate your experience clearly during the interview.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've had to think on your feet and solve problems efficiently. The interviewers will want to see how you handle unique customer interactions, so come prepared with examples that highlight your lateral thinking and initiative.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for customer support, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
