Customer service agent

Job Title: Customer service agent
Contract Type: Permanent
Location: Reading
Salary: £18500 - £22000 per annum
Start Date: 2019-05-02 00:00:00
Reference: 748101463
Contact Name: Jason Slattery
Contact Email:
Job Published: May 02, 2019 13:36

Job Description

What is the purpose of the role?

We are recruiting this new role on behalf of a leading name in the utilities market.

You will be performing a crucial role for the business within their wholesale service desk, handling all service requests raised by wholesale customers as well as internal stakeholders, communicating effectively and professionally with them to ensure their experience fits the, "right first time" approach. Customer service is the key!

What makes this role unique?

As part of the wholesale market services, this team is required to facilitate the delivery of the business's new market obligations. They enable the sale of services to all companies licensed to operate in their market, this equates to over £400m of revenue that is managed within the division. As well as managing approximately £40m of risk associated with market compliance.

This unique opportunity plays a major part in the operation of these new market arrangements, providing essential customer service and support to all stakeholders. They will provide you with all the tools you need to grow within the business and embark on a successful career with them.

What will this role involve?

By effectively and professionally communicating with customers via email or telephone, you will be providing an excellent customer experience to the required internal and external standards - providing first class customer service at all times.

You will contribute to the team's success, by demonstrating company values, sharing knowledge with fellow associates, and developing best practice for delivering an outstanding experience to customers.

You will carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.

You will identify opportunities to optimize best practice through minimizing operating cost and regulatory/market risk, where appropriate. You may find yourself involved with analytics and investigations as part of the role and your development.

What are we looking for?

You will have well-developed interpersonal skills, specifically an individual with good communication skills across verbal and written channels, and effective at working within a team.

You will possess creative problem solving abilities in a customer service or customer-facing environment, and will have important characteristics to deliver this, such as effective listening skills and an appropriate tone when engaging with customers. It is crucial that you are able to construct professional emails and hold business standard telephone conversations.

It is essential that you are PC literate, numerate, and it would be highly desirable if you have had previous customer-facing experience.

Information and salary details:

This role is based in Reading with a salary of up to £22,000 PA dependent on skills and experience.

Our highly attractive package includes 24 days holiday, a market-leading contributory pension (up to 18% in total) and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus much, much more.