CUSTOMER SERVICE ADVISER - CENTRICA

Job Purpose

The purpose of this job is to resolve and process customer enquiries, at first point of contact, covering a range of products and services, identifying and understanding customer needs and providing a consistently high quality service to enhance the customer experience and loyalty. This position represents the responsibilities and activities required to resolve those simple, high volume customer enquiries that are common across the product range or to resolve simple specialist enquiries.



Dimensions

These are indeterminate at present.



Principle Accountabilities


Resolve, high volume customer enquiries that are common across the product range or simple specialist enquiries to deliver customer value at first point of contact
Investigate and resolve routine customer complaints at first point of contact to ensure delivery of an efficient and effective service to the customer
Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service
Promote and sell a wide variety of products and services to increase customer loyalty and complement existing product holdings, using prompts delivered by new technology
Operate and maintain customer related information systems to maintain accurate records and access information to enable work to be processed.
Promote the British Gas business, its products and services to build the highest reputation with its customers



Nature and Scope


The job holder will be one of a large number of Customer Service Advisors within the British Gas contact centres.

Jobholders will respond to customers through a variety of channels including telephone (both inbound and outbound), internet and written correspondence as appropriate.

Jobholders will be expected to acquire detailed knowledge of product ranges and excellent service and sales skills to enable them to provide service excellence and progress sales opportunities when appropriate. Customer Service Advisors will offer an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, high-volume customer enquiries across the product range. As well as CSAs who handle the common high volume enquiries, there will be CSAs who perform specialist roles and due to the nature these specialist enquiries, may not be required to cross-serve and cross-sell.

The job holder will follow clear instructions and guidelines to resolve customer enquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products. Training is given to enable the postholder to build rapport and determine appropriate solutions for the customer.

Constant monitoring, coaching and development will be given to the Customer Service Adviser to ensure continuous improvement.