Shell Energy - Customer Advisor

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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, in order to ensure a solution is in progress/achieved before the customer needs to call in to notify us 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