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Customer Experience Advisor

Flogas

Customer Experience Advisor

Business Area: Sales and Marketing

Place of Work: Leicester (Syston)

Contract Type: Permanent

Hours: 37.5

Flogas Britain is the second largest LPG supplier in the UK and has over 30 years’ experience providing alternative energy solutions to domestic and commercial customers. Part of DCC plc, a sales, marketing, distribution and business support services group headquartered in Dublin, Flogas is a highly successful business that places people at the heart of our organisation.
 
Key responsibilities of the role will include;
To work towards annual objectives, for KPI’s to include talk time, wrap time, call answer rate and Quality monitoring
To receive incoming general customer enquiries and orders
Deal with customer pricing and account issues to achieve commercial benefit for the company and complete customer satisfaction
Own and resolve complex customer queries accurately and efficiently across multiple services
To actively make outbound telephone calls to existing/lost customers, for none taken, asset retrieval and overdue debt collection for Domestic Customers.
Calculating and discussing the benefits of Direct Debit use for domestic customers and verbal set up of this facility with associated administration
Direct Debit payment reviews
Referral to the credit control department for aged debt management
Prepare communications to customers (e.g. letters / emails)
Update appropriate systems (e.g. CODAS) to capture relevant information and maintaining accurate records
Contribute to specific projects and initiatives to improve systems or processes that will help deliver a better customer experience
 
What do we want from you?
Excellent communication skills both verbal and written 
A responsible attitude and leads by example
Ability to work effectively within a team 
Is customer-focused, wants to please customers, above and beyond the call of duty 
A positive outlook with the ability to motivate others.
Good 'people skills' for building relationships with colleagues at all levels 
The ability to plan and prioritise your own work 
Ability to multitask
Excellent time management
Integrity and trustworthy when dealing with customers and colleagues 
Has empathy for the customer’s situation 
Able to negotiate and use influencing skills in difficult situations 
Excellent questioning skills 
Takes ownership for resolving issues and seeks assistance when needed
Works accurately with attention to detail 
Works in the best interest of both customer and company 
Flexible approach to working overtime as required

Qualifications/Experience Required 
Experience in a high pressure customer-facing environment
Experience of working in a call centre environment, receiving a high volume of calls
PC literate in MS Office and familiar with customer management systems (e.g. CODAS) and able to use Excel and Word

In return, we offer a competitive salary, 25 days holiday pro rata, plus statutory entitlement, death in service benefit and non-contractual bonus scheme.

 

Please click on the following link for more information on this role: Job Description 

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