Customer Advisor

Cadent is the UK’s largest Gas Distribution Company owning and operating four of the eight UK Gas Distribution Networks across the East of England, London, North West and West Midlands; spanning over 131,000 kilometres of pipes. Cadent transport gas safely and reliably to 11 million homes across their networks and operate the Gas Emergency Helpline for the whole of the UK.

Costain is appointed as the Construction Management Organisation to manage the planning and delivery of the annual network investment programme for the East of England Network, which ranges from Sheffield to Outer London and from the M1 to the North Sea Coast.

We have new opportunities for Peterborough.

• Respond to incoming customer calls, retain ownership through to resolution.
• Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).
• Send full and accurate details of the enquiry or complaint to the relevant operations team, ensuring any required action is taken.
• Drive the resolution of complaints, liaising with the operations team, to meet the key D+1 (48 hour) KPI.
• Establish and maintain good professional working relationships within the team, operations and Cadent.
• Keep customers updated and informed of the progress of their enquiry/complaint.
• Maintain accurate and comprehensive data records.
• Follow defined work management and company processes policies at all times.
• Learn, retain, extend and apply basic understanding of gas mains replacement.

• Confident and customer focused.
• Committed to putting customers first and achieving high levels of satisfaction.
• Empathic, able to see someone else’s point of view, be all inclusive.
• Patient and attentive, with good active listening skills.
• Understands the importance of keeping customers informed and updated in line with our process.
• Adopts and maintains positive language and a ‘can do’ approach to customer challenges.
• Respect customers’ busy lives and ensure promises are delivered.
• Be adaptable, accommodating and flexible in responding to the needs of different situations.
• Demonstrate exemplary personal behaviour towards colleagues and others.
• Actively seek to build relationships at all levels; to be collaborative and sharing.
• Be quietly persuasive and bring people with you.
• Show emotional control when under pressure.
• Take ownership and responsibility for your workloads, application and performance.
• Assess and defuse conflict/areas of difficulty and find win/win solutions.
• Teamwork, understand the importance of working together and supporting colleagues.

• Essential: Contact centre and/or customer service background.
• Experience of dealing with enquiries and complaint handling.
• Attention to detail.
• Strong communication skills, both verbal and written.
• Experience of CRM systems and Microsoft packages.
• Desirable: Knowledge and experience of using SAP.
• Experience of working in a fast-paced environment, working with KPIs and SLAs.
• Knowledge/experience of working in the utilities industry.
• Understanding of regulatory requirements.
• Gas industry experience.

About Us: Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company.