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Contact Centre Adviser
Job Reference ER017/2022
This job has been closed.
About Us
24/7, 365 days a year, our Contact Centre team are here for our customers whether they are calling us to report a power cut or dangerous situation, to ask about a new supply or service alteration or when we are calling them to give updates during a power cut.
The team here also manages our Priority Services register, which lists our most vulnerable customers. If you are someone to whom showing genuine empathy, patience and understanding comes naturally you would be a great fit for our team.
Whether customers call or send us a message via social media, we work together to ensure they enjoy the best possible experience. And that’s because we’re dedicated to ensuring they get the best customer service possible, while also maintaining our industry leading reputation.
Most of the team here are made up of Contact Centre Advisers, but everyone gets to enjoy an innovative working environment and benefit from training that is second to none.
Training is designed to help you to get to know our business, taking you from knowledge of functions, faults and emergencies, to learning about our systems and the industry as a whole. You’ll benefit from both theoretical and practical training, we will adapt our training to ensure that the safety of our team is ensured during the Covid-19 pandemic.
It’s a great place to get a good working knowledge of our operations and an excellent starting point for your career pathway in Western Power Distribution.
Western Power Distribution is an equal opportunities employer, a Disability level 1 Employer and a corporate signatory of WISE (Women in Science and Engineering) programme. Our desire is to bring in more employees from diverse backgrounds to build further on our inclusive culture. We value and celebrate individual difference and we believe that an inclusive culture will help the business grow as a positive, strong and innovative company
We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received by the closing date. We recommend that you submit your application as soon as possible.
Job Introduction
Applications are invited for temporary Contact Centre Advisers (shift) within the Contact Centre based at Lamby Way, Cardiff for a period of up to 12 months.
As one of our Contact Centre Advisers, you will play a key role in representing the Company positively at all times by responding to all telephone calls in a professional and courteous manner.
Hours of work will average 37 hours per week. You will be required to work on an alternating shift rota which covers the hours of 6.00 am to 12.00 midnight, seven days a week including all bank holidays. You must therefore be flexible in being able to cover these hours to a specified rota, and respond during emergency situations such as severe weather conditions and national emergencies.
If you are offered a position, you will be required to complete and provide a satisfactory basic DBS check that shows any unspent convictions or conditional cautions.
Previous applicants who have applied in the last six months need not reapply.
Main Responsibilities
Your main duties and responsibilities will include:-
§ Providing advice and information to customers in order to resolve enquiries in relation to emergency, no supply and general enquiries calls - both inbound and outbound calls.
§ Responding to customer enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems
§ Liaising with other departments within the Company in order to achieve the highest standards of customer service
§ Providing support to other Distribution functions as required
§ Other duties as appropriate in order to meet business requirements.
The Ideal Candidate
Successful candidates will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively. This combined with the commitment to follow enquiries through to completion, and to take personal responsibility for meeting customers’ expectations.
- At least 2 years Customer Service Experience
- Demonstrate experience dealing with vulnerable customers
- Flexible with regards to working hours including the requirement to work overtime to assist during busy periods
- Maths and English GCSE required (or equivalent)
- Excellent IT skills and the ability to use a number of different systems whilst speaking to customers
- Excellent written and oral communication skills
In addition, you must be a good team player, with the ability to work accurately under pressure and to meet set targets.
To enhance your candidate experience, we recommend using Google Chrome to complete your online application. Should you have any questions regarding this or require additional support to complete your online application, please email recruitment@westernpower.co.uk
Recruitment correspondence is usually sent by email, so please do check your email account including spam/junk folders regularly after the closing date.