At a Glance
- Tasks: Assist customers with inquiries and complaints, ensuring high satisfaction levels.
- Company: Join Cadent, the UK's largest Gas Distribution Company, committed to innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on collaboration and support.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service or contact centres is preferred.
The predicted salary is between 20700 - 25300 £ per year.
Due to project growth, the position of Customer Advisor has become available to join our successful team based in Peterborough, Marks Tey or Hitchen. 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 transports gas safely and reliably to 11 million homes across their networks and operates the Gas Emergency Helpline for the whole of the UK.
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.
We are looking for candidates who are:
- 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.
- Adaptable: Accommodating and flexible in responding to the needs of different situations.
- Team-oriented: Understand the importance of working together and supporting colleagues.
Specific Requirements:
- 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.
Responsibilities include:
- Responding to incoming customer calls and retaining ownership through to resolution.
- Using all available systems to accurately record customer data and provide a first-call resolution service wherever possible.
- Driving the resolution of complaints, liaising with the operations team to meet key KPIs.
- Establishing and maintaining good professional working relationships within the team, operations and Cadent.
- Keeping customers updated and informed of the progress of their enquiry/complaint.
- Maintaining accurate and comprehensive data records.
Full time position.
Customer Advisor employer: Costain
Costain is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development within the vibrant environment of London Heathrow. As a leader in smart infrastructure solutions, we provide our team with unique opportunities to engage in transformative projects that contribute to a sustainable future, while fostering strong relationships across diverse stakeholders. Our commitment to safety, inclusivity, and professional advancement makes us an attractive choice for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Costain. 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 Costain 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 Advisor
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 Costain:Your cover letter is your chance to shine! Tell us why you want to work at Costain 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 Costain!
How to prepare for a job interview at Costain
✨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.
