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Customer Service Advisor

Job Description

Job Title: Broadband Service Adviser

Working Pattern: Full Time - Rotational between 08:00 - 20:15 Monday - Friday with 1 in 3 Saturdays (start 08:00, 10:00 & 11:45)

Location: Working in our vibrant Coventry office with some home working (Hybrid)

Start Date: 19th June 2023

Salary: £21,850 per annum

Our Journey:

At Shell Energy Retail Limited, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

Your part in our journey:

We’re looking for people who are passionate about providing exceptional customer service, putting customers at the centre of everything we do.

Our role is so much more than your average call centre job, it's exciting, fast paced and always evolving as we’re continuously looking for new ways to improve our customer journey. No two days will be the same but you can expect:

• To be the first point of contact to our Broadband customers both on the phone and from our customers emails.
• Provide first class, friendly and outstanding professional service to Shell Energy Broadband customers.
• Joining our team will allow you to contribute to service level excellence and with a ‘first contact resolution’ mindset will help you to resolve and investigate a variety of queries, ensuring new customers have a smooth transition in joining Shell Energy.
• You’ll be able to use all of your excellent customer skills to build trust with our customers, using your keen eye for detail and problem solving.
• Resolving all types of customer queries from billing queries, general account amendments, suspensions, taking payments and simple complaints to point of resolution.
• Amend customer packages, including additional products and understand all compliance implications and requirements.
• Ensuring all customer promises have been met and followed up efficiently, adhering to process and policy to promote a smooth customer journey.
• To have the opportunity to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate our customer experience.
• Your motivation will come from doing the best for our customers, ensuring we get back to customers who may have to wait for their enquiries to be resolved.

What’s in it for you:

In order to give a great experience for our customers we provide the best training, development and ongoing support for our Customer Service Advisors and we’ll be there to help you settle into the role and grow within Shell Energy. We offer hybrid working to continue your support and alongside this we offer you:

Employee recognition scheme

25 days holiday plus the 8 bank holidays (increases to 26 days after two years service)

BUPA Private Healthcare and Cash Plan

Pension Scheme

Exclusive Retail Discounts (from nearly 900 retailers)

Company maternity/adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees.

Two weeks full paternity pay

Joining Shell Energy is a career for you to learn and develop everyday. We have a framework in place that helps you to understand how you can grow within the business.

If this sounds like your perfect next step, what are you waiting for? Apply now and we’ll be in touch.

Job Types: Full-time, Permanent

Salary: £21,850.00 per year

Schedule:

• Monday to Friday
• Weekend availability

Work Location: Hybrid remote in Coventry, CV4 8HS

Application deadline: 25/05/2023
Reference ID: 3405 BBS
Expected start date: 19/06/2023

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