At a Glance
- Tasks: Assist customers with inquiries and resolve complaints efficiently.
- Company: Join Cadent, the UK's largest Gas Distribution Company, in a dynamic team.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Embrace a diverse workplace that values your unique perspective.
- Why this job: Make a real difference by helping millions of homes with their gas needs.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 20790 - 25410 £ 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 culture and values underpin everything we do. Costain appreciates the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at the application phase. We do share individual feedback following an interview.
A Disability Confident employer will generally offer an interview to any applicant that discloses they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.
Key Responsibilities:
- Respond to incoming customer calls, retaining ownership through to resolution.
- Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible.
- 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.
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.
- 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.
Customer Advisor in Hitchin employer: Costain
As a leading employer in traffic management, we pride ourselves on fostering a collaborative and innovative work culture that prioritises safety and efficiency. Our commitment to employee growth is evident through continuous training opportunities and support for professional development, ensuring that our team members thrive in their roles. Located in a vibrant area with access to essential resources, we offer a dynamic environment where your contributions directly impact the success of our projects and the safety of the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor in Hitchin
✨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 in Hitchin
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.
