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Customer Experience Agent Level 1

509222

Fawley, England, United Kingdom

Customer Service

Permanent

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Customer Service Advisor

Fawley
Permanent Full Time
£25,185 per annum

Join Our Customer Experience Team at Calor Gas

Are you a proactive and personable individual with a passion for delivering exceptional customer service? Calor Gas is looking for an enthusiastic Customer Service Advisor to join our Customer Experience team in Fawley. In this role, you’ll act as a first point of contact for customers — resolving queries over the phone and in writing, often at first contact.

Working Hours:

Our contact centre operates Monday to Friday, 8:00am – 8:00pm, with shift patterns allocated on a rotational basis. You’ll receive advance notice of your scheduled shifts.

Saturday shifts: 9:00am – 1:00pm (on a rota basis)
Bank Holidays: 9:00am – 5:00pm (on a rota basis)

Key Responsibilities:

Respond to inbound and outbound customer calls, providing timely and effective support.
Process customer orders and handle account administration with accuracy.
Promote Calor’s products and services during customer interactions.
Investigate and resolve customer complaints in line with company policies and service standards.
Achieve individual and team performance targets and KPIs.
Collaborate across departments to ensure a smooth and efficient customer experience.
Contribute ideas and support improvements in service processes and customer satisfaction.
Maintain accurate, secure, and up-to-date customer records.

What We’re Looking For:

Strong communication and interpersonal skills, with a customer-focused approach.
A sense of ownership and pride in delivering high-quality work.
Ability to stay organised and work effectively under pressure.
Meticulous attention to detail.
Familiarity with Microsoft Office; experience with SAP is advantageous.
Comfortable working in a high-volume, fast-paced environment.

What We Offer:

25 days of annual leave
Holiday Purchase Scheme
Private Medical Insurance
Company Pension Scheme
Staff Discounts on Calor Gas