At a Glance
- Tasks: Own customer accounts, resolve queries, and enhance relationships in the energy market.
- Company: Join a dynamic team focused on customer satisfaction and growth.
- Benefits: Competitive salary, quarterly bonuses, and flexible working options post-training.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by supporting customers through their journey with us.
- Qualifications: Strong customer focus, problem-solving skills, and experience managing accounts.
The predicted salary is between 30044 - 30044 £ per year.
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: 27th July (we will be unable to approve holidays within the first 6 weeks)
Office location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG
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
Business Customer Contact Agent employer: Centrica
Join a dynamic and supportive team as a Business Customer Resolution Agent in the heart of Edinburgh, where you'll have the opportunity to take ownership of customer accounts and make impactful decisions that enhance customer satisfaction. Our flexible working options, including hybrid arrangements post-training, promote a healthy work-life balance, while our commitment to employee development ensures you have the resources and support needed for personal and professional growth. With a competitive salary and quarterly bonuses, we offer a rewarding environment that values your contributions and fosters collaboration within a small, empowered team.
StudySmarter Expert Advice🤫
We think this is how you could land Business Customer Contact Agent
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries and complaints, role-play with a friend or family member to get comfortable with challenging conversations. The more you practice, the more confident you'll feel!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team at StudySmarter!
We think you need these skills to ace Business Customer Contact Agent
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your passion for delivering excellent service in your application. We want to see how you've gone above and beyond for customers in the past, so share specific examples that demonstrate your strong customer focus.
Demonstrate Problem-Solving Skills:Since this role involves handling complex queries, it's crucial to showcase your problem-solving abilities. Use your application to tell us about a time you tackled a tricky issue and how you resolved it. We love seeing your investigative skills in action!
Be Organised and Detail-Oriented:We appreciate candidates who can manage their workload effectively. In your written application, mention any tools or methods you use to stay organised and ensure accuracy. This will show us that you can keep customer accounts up to date and meet targets.
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 gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at Centrica
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Business Customer Resolution Agent. Familiarise yourself with the energy market and think about how you can take ownership of customer accounts and resolve complex queries effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or managed complex cases. Highlight your investigative skills and how you made decisions that balanced customer satisfaction with business outcomes.
✨Practice Handling Challenging Conversations
Since this role involves sensitive topics like debt management, practice how you would approach these conversations. Be ready to demonstrate your confidence and empathy during the interview, showing that you can handle tough discussions with ease.
✨Emphasise Team Collaboration
This position requires working closely within a small team. Share examples of how you've collaborated in the past, supported your colleagues, and contributed to a positive team environment. Show that you're not just a lone wolf but a team player who values shared success.
