You'll be working as a Customer Service Advisor within our British Gas Residential Energy Division.

This is a permanent full-time position (37 hours per week)

Location - Stockport

This is a hybrid role, we're looking for people who can commute to our Stockport office and work from home. To get the most out of your training and grad bay experience you'll be asked to attend the office in person for the majority of the first 8 weeks. After your training and grad bay period we take a flexible approach to working with some time throughout the month spent connecting with your team onsite.

Here's the address:

British Gas

Newbridge Lane,

Stockport,

England,

SK1 2GT

Start date January 2024

Salary 24,945 per annum+ annual bonus of up to 16% (paid quarterly)

Shift patterns

During training, your hours will be (Apply online only) Monday to Friday After training, your shift will fall between (Apply online only) Monday to Friday, you'll be advised of your 37 hours weekly shift during your training period

We have a 'FlexFirst' policy for hybrid working. FlexFirst is about working flexibly between home and offices, not home working exclusively. There will be an expectation set out by your manager about when you'll need to come into the office. Please be aware, your contract is office based. To get the most out of your training and grad bay experience you'll be asked to attend the office in person for the majority of the first 8 weeks. After your training and grad bay period we take a flexible approach to working with some time throughout the month spent connecting with your team onsite.

About Us

At British Gas our customers and our colleagues are our priority. Our job is to remain focused on delivering our purpose to help customers live Sustainably, Simply and Affordably. It's what we do best. We're proud to live our values every single day. We care. We're courageous. We collaborate with each other.

What you'll be doing;

You'll be working as a Customer Resolution Agent within our British Gas Residential Energy Division.

This is a customer- facing role, dealing with gas and electricity enquiries and complaints, taking calls throughout the day. In the future, there may be a requirement for you to flex across other contact channels such as webchats, emails & messaging services to best suit customer requirements.

You'll be part of a multiskilled team and have end to end accountability for the management and resolution of customer contact received. Delivering a one stop resolution and removing the need for repeat customer effort.

This is your chance to really make a difference to our customers' energy journey. You'll be empowered to make smart and effective decisions by placing your customer at the heart of everything you do.

You'll be empowered to make decisions that are right for our customers and business, leading to reaching suitable outcomes based on each customers individual circumstances; every customer is different.

We're constantly improving our processes and systems to best support our customers, so you'll receive regular upskill training activity to support you through this along with access to knowledge articles to support your enduring ability to access guidance and know how.

We're committed to embed a culture of Continuous Improvement by identifying and implementing small changes in our day-to-day roles which will improve customer and colleague experience

The skills we need from you

Your absolute passion and flair for delivering amazing customer service should be one of your motivational drivers

You should have fantastic communication skills both written and verbal, and we'll be assessing these skills throughout our recruitment and training process

To respond positively and support yourself through change in an ever-evolving energy market

Taking calls all day can be difficult, so we need resilient people with lots of energy and enthusiasm to deal with the different types of enquiries we receive every day

You'll handle customer cases in scheduled time across the week, so your time management and organisational skills need to be on point

This department is super-fast paced and, at times, can be high pressure so your resilience, agility and ownership skills are key to this role

In the future, we may ask you to flex across a variety of contact channels; calls, webchat, email & messaging services so you need fantastic communication skills, both written and verbal

You'll need to be digitally savvy as you will be working across multiple complex systems

Providing the right solution first time is a key focus of in all roles to ensure we deliver against our promises

We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this

You'll also need the confidence to escalate any issues or process improvements to the wider business areas

What else you'll need:

When you work from home you will need a reliable broadband speed. We ask that it's at least 10mbps download and similar upload speed. You'll also need a suitable home working environment (we'll provide the computer equipment, but you will need a suitable desk space with no interruptions or distractions).

Let's talk benefits

Private Medical Cover

Holiday Allowance - 25 days holiday per year + bank holidays

Life Assurance

Contributory pension

You'll need the Right to Work in the UK so a passport or a birth certificate and proof of National Insurance are essential. A credit check will be arranged to ensure you meet our employment criteria. We'll also ask you to complete a Basic Disclosure Check and of course we'll collect your previous employment references as standard.