About your role:
You'll be working as a Senior Credit & Debt Agent in an exciting and ground-breaking new role in our British Gas Residential Energy Division. Supporting and resolving customer enquiries and complaints across a range of our products. Increasing customer retention and loyalty by providing amazing service whilst maximising opportunities to grow our business with our British Gas Product range.
You will be part of a multiskilled team, working with our residential energy customers. You will have end to end management and accountability for resolving any type of contact you receive in this department, being in control of your own performance. No transfers to other teams, just one stop resolution in the palm of your customers' hands.
You will work with experts in a specialised area of your team, joining "gurus" within the department to solve pre-defined tasks on behalf of your customers, colleagues, and peers. This is your chance to really make a difference to our customers' energy journey. You will be empowered to take ownership, make smart and effective decisions by placing your customer at the heart of everything you do.
* Salary: £29,938 with an annual bonus of up to 16% (paid quarterly)
* Working Hours: Our opening hours are Monday to Friday between 8am and 6pm and Saturday between 9am and 2pm so your shifts will fall between these hours.
* Start Dates: April & May 2025
We're looking for people who can work from our Stockport office initially - you'll have an opportunity to work from home after you have passed your probation period. We'll then require fortnightly attendance to our Stockport office.
Here's what we're looking for:
* Your absolute passion and flair for delivering amazing customer service should be one of your motivational drivers.
* We need people with lots of energy and enthusiasm to deal with the different types of enquiries we receive every day, so your time management and organisational skills need to be on point!
* You will need to be digitally savvy as you will be working across multiple complex systems.
* We work across a variety of contact channels; calls, webchat, messaging services, so you should have clear, empathetic, and calm communication skills both written and verbal.
* 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.
* Providing the right solution first time is a key focus 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.
* Oh, and don't forget we'd love to see you self-develop and improve your skills in the role and the wider business - we'll support you with that too!
As part of our selection process to find the best people to join our team, when you apply for this role you will be asked to complete an online mandatory role-related situational judgement exercise. This is to help us assess your suitability in terms of drive and capability for the demands of the role.
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