Customer Service Agent

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.

Temporary Assignment - 6 month contract.

This is a hybrid role, working from home 4 days per week with 1 day per week in our Ebbw Vale office. Your shift will fall between 09:00-18:00 Monday to Friday, you’ll be advised of your 37 hours weekly shift during your training period.

Overview: You’ll be working as a Customer Service Agent within Nest Welsh Government Warm Homes Scheme. This is a customer contact centre role, dealing with vulnerable customer enquiries and complaints taking calls throughout the day. In the future, there could be a requirement for you to flex across contact channels such as emails & messaging services to best suit customer requirements. You’ll be part of a multiskilled team and have end to end management and accountability for resolving any type of contact you receive in this department, being in control of your own performance. You’ll be empowered to make decisions that are right for our customers and business leading to reaching suitable outcomes based on each customer's individual circumstances; every customer is different. We’re constantly improving our processes and systems to best support our customers, so you’ll go through upskill training activity regularly to support you through this. We’re committed to embed a culture of Continuous Improvement by identifying and implementing small changes in our day-to-day roles which will improve the customer and colleague experience.

Key Skills required:

• Customer Service Experience - within an office environment
• Customer Interaction - care and consideration on every call
• Communication - Clear verbal and written communication with the ability to explain complex information simply
• Empathy and Patience - Remaining calm under pressure, especially with difficult customers

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.

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority. Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.

We’re a family of brands revolutionising how we power the planet. When it comes to energy, no one does it like us. We make it, store it, move it, sell it and mend it. We’re made up of 12 different businesses, but united by our purpose as Centrica. We’re energisers. Our journey to a greener, fairer future is powered by individuals like you.

We’re powered by purpose Through innovative green products, intelligent energy solutions and developing smarter ways to use and save energy, we’re not just part of the energy transition, we’re leading it. Our commitment goes beyond sustainability. Together we’re bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why.

We’re looking for people to add to our culture – not fit in with it. We're building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong. Real inclusivity also means supporting the different realities our people face. That’s why we have the UK’s best Carers Policy and are continually building our approach to flexibility and wellbeing. Of course, we love having fun too. We’re a people place after all.