Due to expansion, Trinity are seeking a Contact Centre Technician to be based out of our office in Wolverhampton. Trinity is a 10-year joint venture between global knowledge enterprise Enzen and Sapphire Utility Solutions. The partnership's mission is to enable Cadent, the UK's largest gas distribution network, to deliver a safer, more resilient and more sustainable gas system to communities in the West Midlands for generations to come. About the role: You will be working within our Customer Care Contact Centre, this role is the first point of contact for all inbound Customer calls, enquiries and escalations. From this, you will work closely with both our Customer Field Leads and the Operational Delivery Teams, the key purpose of this role is to effectively manage all Customer enquiries, with the primary objective of delivering an exceptional standard of customer service whilst ensuring full regulatory compliance. This role will require the ability to confidently conduct inbound and outbound calls to both customers and internal teams to achieve efficient customer resolution and satisfaction. In addition to the standard customer enquiries, there is also a requirement to mitigate further enquiries and therefore a logical and methodical ability is required to recommend ideas and ‘ways to improve’ so our service delivery achieves ‘Customer Excellence’ as opposed to Customer Satisfaction. Location: Willenhall, Wolverhampton Salary: £24,950 per annum Hours of Work: Monday to Friday 8am-5pm (with one hour unpaid lunch). There also may be a very occasional need for an ad-hoc 11am-8pm shift to be covered if business needs require. Responsibilities – but not limited to: Conducting all Customer contact activity including inbound and outbound call activity. Review, investigation and effective resolution of all Customer complaints. Accurate and timely update of all Customer interaction onto Client CRM system. Monitor and management of all Customer queues, ensuring Service Levels and regulatory requirements are achieved. Processing both regulatory and goodwill Customer payments. Liaising with Operational and LDP Partners to maintain accurate daily workload and programme information. Effective liaison with internal Customer Liaison and Operational Teams. Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement. The ability to be a ‘Champion’ for an assigned subject, becoming the lead and expert on the subject and delivering Team training sessions to drive our Customer Excellence CARE programme. Knowledge, experience, and qualifications required: Demonstrable track record in delivering a proactive Customer Experience. Previous experience in working within a service delivery industry. Able to demonstrate working to and achieving performance targets including exceptional Customer satisfaction scores. Able to demonstrate a flexible approach that adapts to changing business and Customer needs. Ability to compile, interpret and challenge analytical data/reports. Confident in the design and delivery of coaching / training sessions. Ability to build effective working relationships with both internal and external Customers. What we offer: 25 days holidays plus bank holidays Progression within a thriving and growing company Modern head office with rest areas and refreshment facilities Death in Service/Pension Scheme Free Car Parking at head office site SAP4