Customer Service Agent Are you passionate about delivering exceptional customer service? Join our team at Engage, part of Marston Holding Ltd, where we set the bar high for customer satisfaction. As a Customer Service Agent, you will play a crucial role in resolving overdue accounts with professionalism and efficiency. At Engage, we conduct over 50,000 visits monthly, demonstrating our commitment to adaptability and excellence in field services. We take pride in tailoring our approach to meet each client's unique needs, ensuring our technology and field force expertise always exceed expectations. Join us in upholding the highest standards of customer service and making a positive impact in the utility industry. Apply now to be part of a dynamic team dedicated to exceeding customer expectations every day. This is a 6 month fixed term contract on Site 5 days a week - 9 to 5pm in office. What you will be doing: To deal with both inbound and outbound contacts via written, electronic, and verbal communication with our customers. Obtain and record accurate information regarding answered calls on the appropriate contract system. To understand the customer needs to either provide them with help and support or signpost to the correct team to deal with their enquiry. To handle and resolve customer enquiries and complaints where possible or follow the escalation process. To negotiate and set payment plans following appropriate guidelines. Obtain and record accurate information on the customer database provided for that contract. Ensure the security of any customer information that comes into your possession or becomes known to you, and only share that information appropriately with colleagues and the client. To liaise with other departments and the appropriate bodies associated with your department. What we are looking for: Experience of handling and resolving difficult situations Capable of handling high volume calls efficiently and professionally Ability to successfully meet client SLA’s Good understanding and use of Microsoft Office Applications Excellent phone manner Strong time management and organisational skills Utilities knowledge would be advantageous What is in it for you? A salary of £22,308 with opportunity to earn uncapped bonuses related to the role. Enhanced Maternity and Paternity Package NB subject to eligibility criteria 25 days annual leave plus bank holidays Health Cash Plan Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing If this sounds like the job for you, please apply New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.