The following content displays a map of the jobs location - Cardiff
Contact Centre Advisor
Job Reference wpower/TP/11/150
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 part time Contact Centre Advisers (shift) within the Contact Centre based at Lamby Way, Cardiff.
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.
The following shift patterns are available:
Option 1 - 17.4 hours per week
Thurs & Fri 3pm - 8pm & Sunday 8am 4pm
Option 2 - 17.4 hours per week
Tues & Wed 4pm - 9pm & Saturday 12pm - 8pm
Option 3 - 17.8 hours average over 2 weeks
Week 1 - Monday 4pm - Midnight & Saturday 8am - 4pm
Week 2 - As week 1 plus Sunday 4pm-10pm
Option 4 - No preference - I would like to be considered for all shift patterns.
In addition, you should flexible in being able to cover additional hours to be able to respond during emergency situations such as severe weather conditions and national emergencies.
Please note the following dates:
W/C 1 July 2019 - Assessment Centre
W/C 15 July 2019 - Interviews
Please note that we reserve the right to bring forward the closing date should we receive a suitable number of high quality applications from which to shortlist. Therefore we recommend that you apply for one of our roles as soon as possible,
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
§ Liaison 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.