Overview
You will deliver excellent service to retain and grow customer bases in On Demand, Commercial accounts and British Gas.
As a Contact Centre operation Agent you will administrate processes to support an excellent end-to-end customer journey – including engineer set up, B2B job booking, On Demand job booking, overflow BG work, engineer support, out of hours dispatch, complaint assistance, calculation of cross charges and compensation for partners
You will also be Supporting our Customers, Partner teams and the Dyno teams with administrative tasks to ensure they can run their operations smoothly whilst ensuring we meet our legal and statutory obligations to our customers
The Role
- As a Contact Centre operation Agent, you will deliver excellent customer service to Commercial Key Account / Partner Customers and On Demand Dyno customers assisting them with diagnosis and providing guidance and appropriate job booking resolution, resolve/review complaints where required.
- Operational support activity including dispatching jobs, booking jobs, management of rejected jobs, franchise query resolution, onboarding/off boarding engineers to systems, collation of cross charges for billing franchisees for equipment/insurance/compensation.
- The Contact Centre operation Agent will operate customer & Partner related information systems to the required standard to maintain accurate and secure records
- Understand and adhere to the company and department standards, policies and procedures.
- Adhere to the Competence and Training procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.
The Person
- Effective relationship building skills
- Ability to handle complex queries and challenging customer scenarios.
- Good knowledge of Partners administration processes.
- Good understanding of what delivers great customer service.
- Detailed knowledge of the range of products and services offered.
- Ability to manage several tasks at once and priorities accordingly
- Ability to communicate information effectively with colleagues and customers
- Ability to generate solutions to solve problems
- Ability to resolve Complaints and escalate where necessary
- Passion for quality within the customer service environment
- Ability to manage change
- Full Time working hours – 7:00am – 9:00pm on shift rotation.
- Part Time working hours – 5:00pm – 9:00pm
PLEASE APPLY ONLINE by hitting the ‘Apply‘ button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
