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.
- Other info: Be part of a fun, diverse team with opportunities for personal growth.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Excellent communication skills and experience in customer service required.
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
Shell Energy - Customer Advisor employer: We Are Workforce Ltd
At Shell Energy, we pride ourselves on being an exceptional employer that values our Customer Advisors as key contributors to our success. With a competitive salary, comprehensive benefits including a pension scheme and wellbeing initiatives, and a vibrant work culture that encourages personal development and teamwork, we create an environment where employees can thrive. Our commitment to flexibility and support for charitable initiatives further enhances the rewarding experience of working from home in this dynamic role.
StudySmarter Expert Advice🤫
We think this is how you could land Shell Energy - Customer Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at We Are Workforce Ltd. 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 We Are Workforce Ltd 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 Shell Energy - 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 We Are Workforce Ltd:Your cover letter is your chance to shine! Tell us why you want to work at We Are Workforce Ltd 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 We Are Workforce Ltd!
How to prepare for a job interview at We Are Workforce Ltd
✨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.
