Customer Advisor

This is an exciting opportunity to work for a friendly team in an industry leading utility company. You will be joining a team of people who are united in achieving our corporate objectives and who are willing to go the extra mile to deliver excellent service to our customers.

As an equal opportunity employer, we welcome applications from all ages and backgrounds.

Key Responsibilities:

• Handle inbound and outbound telephone calls, emails, and prepayment faults, delivering efficient and inclusive service in line with ISO 22458 vulnerability awareness principles. Ensure all customer interactions meet Phoenix Energy service standards and regulatory response time requirements.

Respond effectively to reported gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS). Accurately collect, record, and validate customer data and incident details, initiating appropriate emergency response protocols whilst maintaining calm, professional demeanour.

Handle and resolve customer complaints following company procedures. Record complaints accurately and escalat to your team leader when needed.

• At least two year's experience working within a contact centre dealing with high volume telephone enquiries
• At least three years' experience in a retail or other customer-facing environment, with demonstrated ability to manage high volumes of customer contact and compliance requirements
• At least one years' administrative experience

Education:

• Demonstrablewritten communication skills.
• Minimumof 5 GCSE passes (or equivalent) to include English and Maths at Grade C orabove.
  
• enrolment into the Company pension scheme on commencement and upon meeting qualifying criteria the Company will match your pension contributions up to 6%.
• life assurance whist employed by the Company.
• private medical insurance upon meeting qualifying criteria.
  
• free staff transport to and from the city center
• Can evolve and adapt quickly.

At least two year's experience working within a contact center dealing with high volume telephone enquiries. OR At least three year's experience in a retail environment.