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Contact Centre Advisor
Job Reference wpower/TP/11/146
This job has been closed.
About Us
24/7, 365 days a year, our Contact Centre team are here for our customers when they need to report a power cut or dangerous situation, to ask about a new supply or service alteration.
The team here also manages our Priority Services register, which lists our most vulnerable customers.
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 Advisors, 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, all supported by your team and a dedicated buddy.
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.
Job Introduction
Applications are invited for temporary Contact Centre Advisers (shift) within the Contact Centre based at Castle Donington 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 received, 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.
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
§ Liaise 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.
In addition, you must be a good team player, with the ability to work accurately under pressure and to meet set targets.