Customer Service Agent - Energy and Debt Advice

Customer Service Advisor (CSA) – Outbound (Energy and Debt Advice)

Location: Friars House, Coventry / Hybrid

Hours: Full Time (37.5hours)

Reports To: Contact Centre Team Leader

About the Contract:

We Are Group have an exciting new contract and partnership to provide dedicated expert advice and support to individuals facing energy and debt challenges. This aligns with our own vision of a world where ‘no one is left behind’. In the changing energy world this service is key in providing targeted support.

The Role:

We\’re looking for proactive, independent thinkers to help us deliver high-quality, impactful support to those who need it most.

As a Customer Service Advisor, you\’ll be more than just a voice on the phone. You\’ll be a trusted advisor, a problem solver, and a \”mini partner\” to those you support. This role isn\’t about following scripts, it\’s about understanding each customer’s unique situation, offering tailored advice, and proactively reaching out to those who need us most. The role will provide excellent quality advice to customers to ensure they are satisfied and give a score of 10 out of 10 on the service provided.

Customer Satisfaction is at the heart of the role. CSAs will have access to a performance bonus that will reward a combination of calls made and successful outcomes as judged by independent assessment.

Key Responsibilities:

Proactive Engagement: Make outbound calls to individuals seeking energy and debt advice, not just waiting for the phone to ring.

Advisory Focus: Provide personalised guidance based on each customer\’s circumstances, thinking independently to offer the best support.

Triage & Support: Identify customer needs quickly and efficiently, resolving queries where possible or signposting to the appropriate support services.

Relationship Building: Develop strong connections with customers, internal teams, and external partners to ensure seamless support.

Accurate Record-Keeping: Maintain detailed, accurate notes in our CRM system, ensuring data integrity and compliance with GDPR.

Performance-Driven: Work towards individual and team CSAT (Customer Satisfaction) targets, contributing to the overall success of our services.

Continuous Improvement: Identify opportunities to improve processes, enhance customer experiences, and contribute to operational excellence.

Safeguarding Responsibilities:

React, record, and report any safeguarding concerns per the Company Safeguarding Policy, using the Safeguarding Report Form and informing the DSL or DSO.

What We\’re Looking For:

Background in utilities and debt advice.

Experience supporting vulnerable individuals

Experience working in a contact centre or customer service environment

Strong communication skills with the ability to build rapport quickly

Independent thinker with a proactive, solution-focused approach

High attention to detail and excellent written/verbal communication

Comfortable working in a fast-paced environment with competing priorities

Understanding of CSAT as a measurement of service delivered

Proficiency with Microsoft Office and Salesforce or other CRM systems

Understanding of data privacy and confidentiality protocols

BPSS clearance or ability to obtain it

Why Join Us?

Make a real difference in people\’s lives

Hybrid working model with flexibility

Supportive, collaborative team environment

Opportunities for professional growth and development

Be part of a team where your ideas and contributions truly matter

Individual performance linked to overall CSAT

Performance bonus linked to personal achievement and outcomes

Ready to Make an Impact?

If you\’re passionate about helping others and thrive in proactive roles, we\’d love to hear from you.