As a Business Movers Sales Solutions Agent, your key focus is to collect and validate customer supply data across multiple sites and accounts, which may include handling complex or historical change of tenancies.
Within the role, there are various levels of engagement with direct customers, landlords, and commercial letting agencies to validate the authenticity of the information being presented, along with exploring sales opportunities.
* Location: Spinneyside in Leicester (LE19 1SZ). With flexible working from home or other Centrica locations, you will be expected to attend the office a minimum of once per month.
* Core hours: 8.00-18.00 Monday to Friday
* Salary: 25,504 PA - plus competitive target-based commission scheme
Main Purpose of the Role
British Gas Business (BGB) is part of Centrica plc, a global energy and services company dedicated to satisfying the changing needs of our customers. We provide a range of energy supply propositions through the British Gas brand and services and solutions that help our customers improve their energy resilience, costs, and move towards a lower carbon future.
Key Accountabilities of the Role
* Consistently deliver outstanding customer service, focusing on resolving business customer queries regarding the Business Moves process effectively and efficiently, taking ownership of our customers to prevent repeat contact through understanding their needs while identifying growth and retention opportunities.
* Proactively recognize opportunities to up-sell/cross-sell and promote additional products, striving to ensure payment terms are secured on Direct Debit.
* Be flexible and multi-skilled to meet customer demand through various contact channels such as Voice, Webchat, and Email, both inbound and outbound.
* Be held accountable for our transactional and touchpoint net promoter scores; willing to learn, adapt, and develop skills from customer feedback.
* Contribute to delivering objectives and be flexible to agreed business sales targets.
* Accountable and responsible for minimizing customers not contracting to a supply agreement and remaining on variable price plans to reduce customer loss.
* Effectively diagnose, investigate, and resolve customer complaints to ensure delivery of an efficient and effective service.
* Operate customer-related information systems to the required standard to maintain accurate and secure records holding the most up-to-date and accurate customer and supply information.
* Recognize the right time to escalate decisions and actions to mitigate business risk, loss of revenue, and expedite resolutions.
* Constantly demonstrate the ability to negotiate to meet customer demands.
* Adherence to all competence and training frameworks, Sales policies and procedures, inclusive of regulatory requirements.
Work Experience & Functional/Technical Skills Required
* Highly skilled communicator with a proven track record of high-quality Net Promoter Scores.
* Sustained performance of consistently hitting and exceeding targets and objectives.
* Ability to negotiate to drive margins within the function.
* Highly adaptable to changing service requirements, demonstrating awareness of customer requirements.
* Proactive in approach to inbound and outbound calls, effectively managing own workload and role modeling callback management to delight customers.
* A genuine passion for delivering service excellence, understanding what makes a great customer journey and securing a contracted sale.
* Ability to quickly and effectively diagnose the reason for contact and establish the best treatment path through proactive problem-solving.
* Demonstrate positivity and enthusiasm about new and/or challenging tasks, adopting a continuous learning culture.
* Remain composed and professional when dealing with challenging customers or third parties.
* Adaptable to change and flexible in acquiring new skills to meet customer demand for new channels (e.g., digital), products, and services.
* Displays an ongoing commitment to learning, self-improvement, and self-development.
Key Competencies/Core Capabilities Required to Perform the Role
* Extensive experience in a customer-facing role and target-driven environment.
* Experience in a sales role is desirable.
* Demonstrate experience in identifying opportunities for improvement.
* Computer literate to operate customer-related information systems.
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