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For Companies At a Glance
- Tasks: Engage with customers, solve queries, and deliver outstanding service from home.
- Company: Join Shell Energy, a dynamic company focused on customer satisfaction.
- Benefits: Competitive salary, bonus scheme, 22 days holiday, and wellbeing initiatives.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Excellent communication skills and experience in customer service required.
- Other info: Be part of a fun, diverse team with opportunities for personal growth.
The predicted salary is between 18961 - 19390 £ per year.
Full Time – Working From Home – 40 hours per week
Start date: 06/12/2021 and 10/01/2022
Permanent
£18961 rising to £19390 after three months
Mon – Fri 8am – 6.45pm 1 in 3 Saturdays 9am to 4.15pm, flexibility is required
Role overview
Our Customer Advisors are brilliant at engaging with customers and effortlessly building rapport. Delivering amazing service to our client and their customers whilst working towards performance targets and standards. Their day is filled with customer interactions where they will solve problems, overcome disputes, and reach appropriate solutions.
These customers will have general queries from Direct Debit queries to bills questions to complaints.
Our advisors have great autonomy over how they do things, we love people to have their own ideas as long as they are focusing on the best outcome for customers!
Role Profile
- Consistently demonstrating excellent customer service, through effective inbound/outbound call handling and query resolution
- Sharing your knowledge and skills to handle customer queries and provide clear explanations and solutions
- Keeping up-to-date and accurate records of customer contact to ensure commitment to any follow up required and smooth liaison with internal departments for timely resolutions
- Additional administration related to customer contacts
- Where issues take time to resolve, taking ownership of the issue and contacting the customer as needed to ensure they stay informed about progress in order to actively prevent issues being escalated further
- Working in a positive and co-operative manner with colleagues in other Departments and Teams to solve customer issues and champion the needs of the customer
- Ensuring customers are comfortable and have a full understanding of the various processes which can feel complex and uncertain for them, such as joining from another supplier
- Making outbound contact with customers to proactively notify them of issues that may affect their account, before the customer becomes aware of the issue themselves
- Responsible for consistently meeting or exceeding personal quality and service targets and KPIs
- As you build your skills and knowledge, support colleagues with complex enquiries and suggest improvements to processes, systems etc
- Taking ownership for driving your own performance forward. Ensuring that you have a clear personal development plan in place with your manager and taking advantage of regular coaching sessions to improve personal results and your service to our customers
- Demonstrating your ability to work effectively as part of a Team, showing respect for others opinions alongside evidencing that you can positively influence your fellow Team members to take on new ideas, changes and best practices
You
- Have excellent communication skills – both verbal and written – enabling you to build a strong rapport with our customers
- Have a Technical mindset in order to learn and apply fixes to accounts improving the customer’s experience
- Have demonstrated experience excelling in a customer service position, either telephone-based or face to face
- Are confidence to manage own workload and any issues professionally and calmly
- Are comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs
- Are a fast learner, PC-literate and able to demonstrate excellent attention to detail, along with comfort with numerical calculations (required for manual bill calculations)
- Are confident with New technology
What we offer
- Competitive salary and bonus scheme
- 22 days holiday
- Pension scheme
- Peer recognition and awards scheme
- Wellbeing initiatives like desktop yoga and mental health first aiders
- Employee Assistance Programme
- The opportunity to be involved in a variety of charitable/volunteer work
- You’ll be part of a diverse, engaging and fun workforce, where your successes will be celebrated and you’ll have support when things don’t go to plan
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Shell Energy - Customer Advisor employer: We Are Workforce Ltd
Contact Detail:
We Are Workforce Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Shell Energy - Customer Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Shell Energy. Understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling tricky questions during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Show off your personality! When you're chatting with the interviewer, let your unique character shine through. They want to see how well you can build rapport with customers, so don’t be afraid to be yourself and share your ideas on improving customer service.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’d be a fantastic fit for the Customer Advisor position.
We think you need these skills to ace Shell Energy - Customer Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Advisor role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you’re genuinely interested in the position!
Show Off Your Communication Skills: Since excellent communication is key for this role, use clear and concise language in your application. Don’t forget to showcase your verbal and written skills – we want to see how you can build rapport with customers right from the start!
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've successfully resolved customer issues in the past. We love candidates who can take ownership and find solutions, so let us know how you’ve made a difference in previous roles!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at We Are Workforce Ltd
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to share specific examples of how you've handled customer queries or complaints in the past. This will show that you understand the importance of building rapport and delivering excellent service.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss how you approach problem-solving. Think of a time when you resolved a complex issue for a customer. Highlight your ability to take ownership and keep customers informed throughout the process, as this aligns perfectly with what they’re looking for.
✨Show Off Your Technical Mindset
Since the role requires a technical mindset, be ready to talk about your comfort with technology. You might want to mention any relevant experience with software or systems that could help improve customer experiences, especially if you can relate it to the role.
✨Be Ready for Role-Play Scenarios
Expect some role-play during the interview where you might have to handle a mock customer call. Practice staying calm and professional while addressing customer concerns. This will demonstrate your ability to thrive in a target-driven environment and showcase your communication skills.