Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help individuals facing energy and debt challenges with tailored advice and support.
- Company: We Are Group is dedicated to providing expert guidance to those in need.
- Benefits: Enjoy a hybrid working model, performance bonuses, and opportunities for professional growth.
- Why this job: Make a real difference in people's lives while working in a supportive team environment.
- Qualifications: Strong communication skills, proactive mindset, and experience in customer service are preferred.
- Other info: This role offers a chance to impact customer satisfaction directly.
The predicted salary is between 18600 - 26000 £ per year.
Job Description
Location: Friars House, Coventry / Hybrid
Hours: Full Time (37.5hours)
Reports To: Contact Centre Team Leader
Salary: £23,400 per annum
About the Contract:
We Are Group have an exciting new contract and partnership to provide dedicated expert guidance 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 (Desired but not essential)
- 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.
Customer Service Agent - Full Time employer: We Are Group
Contact Detail:
We Are Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent - Full Time
✨Tip Number 1
Familiarize yourself with the energy and debt challenges that individuals face today. Understanding these issues will help you engage proactively with customers and provide tailored advice, which is crucial for this role.
✨Tip Number 2
Practice your communication skills by role-playing different customer scenarios. This will prepare you to build rapport quickly and think independently when addressing unique customer situations.
✨Tip Number 3
Get comfortable with CRM systems like Salesforce. Being proficient in these tools will help you maintain accurate records and ensure data integrity, which is essential for the role.
✨Tip Number 4
Research the concept of Customer Satisfaction (CSAT) and how it impacts service delivery. Understanding this metric will help you align your efforts with the company's performance-driven culture.
We think you need these skills to ace Customer Service Agent - Full Time
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required. Tailor your application to highlight how your experience aligns with the proactive engagement and advisory focus needed for this Customer Service Agent position.
Highlight Relevant Experience: Emphasize any previous experience in customer service or contact centers, especially if you have worked with vulnerable individuals. Use specific examples to demonstrate your strong communication skills and ability to build rapport quickly.
Showcase Problem-Solving Skills: In your application, provide examples of how you've independently solved problems or provided tailored advice in past roles. This will show that you can think critically and offer personalized support, which is crucial for this role.
Express Your Passion: Convey your passion for helping others and making a difference in people's lives. Mention your understanding of customer satisfaction (CSAT) and how you aim to achieve high scores through excellent service.
How to prepare for a job interview at We Are Group
✨Show Your Proactive Side
Since the role emphasizes proactive engagement, be prepared to discuss examples from your past where you took the initiative to help customers or solve problems without waiting for direction.
✨Demonstrate Empathy and Understanding
This position involves supporting vulnerable individuals. Share experiences that highlight your ability to empathize with customers and provide tailored advice based on their unique situations.
✨Highlight Your Communication Skills
Strong communication is key in this role. Practice articulating your thoughts clearly and concisely, and be ready to showcase how you've built rapport with customers in previous roles.
✨Familiarize Yourself with CSAT Metrics
Understanding Customer Satisfaction (CSAT) is crucial. Be prepared to discuss how you have contributed to improving customer satisfaction in your previous positions and how you plan to do so in this role.
