Customer Experience Advisor

Recruitment for this role is carried out locally. To apply for this  position, please visit the DCC Careers Site. Please do not click the apply button on this page as applications through this site are unmonitored and may not be picked up.

Flogas Britain is one of the largest distributors of off-grid energy in the UK and has 40 years’ experience of providing solutions to both commercial and domestic customers, principally in the form of liquid gas.  The business has a longstanding record of organic growth driven by new installations, underpinned by a strong technical engineering expertise and capability, which combined with several bolt-on acquisitions has resulted in its market share increasing from 10% to over 30%.

The business is at the forefront of the energy transition having developed a prominent track record in converting customers from higher emissions fuels to lower carbon and cleaner solutions for the last decade and is now well placed with a significant range of opportunities to develop and diversify into New Energies into the future in line with our 2040 vision to provide 100% renewable solutions to customers.

Flogas has been highly acquisitive in executing this strategy, investing over £50 million in the recent acquisitions of Protech, DTGen and Equity Energies, bringing together a compelling proposition of products, technologies, and services to support customers in navigating their energy needs through the transition and to execute their strategies in regard to energy cost, security and carbon emissions on their own pathway to net zero.

Flogas Britain has revenues of around £400 million and employs over 1,500 people across its multi-site operation across Britain with its headquarters in Syston, Leicestershire.
 

JOB PURPOSE

To provide a market leading service to both our commercial and domestic customers via the phone and email.  To take high volume inbound calls and to manage outbound campaigns during quieter periods. identify opportunities to add value to the customer journey, through service delivery and promoting additional service options to our customers, ie, direct debits, on line accounts, paperless billing.

ACCOUNTABILITIES

Purpose of Position

To provide a market leading service to both our commercial and domestic customers via the phone and email.  To take high volume inbound calls and to manage outbound campaigns during quieter periods. identify opportunities to add value to the customer journey, through service delivery and promoting additional service options to our customers, ie, direct debits, on line accounts, paperless billing.

Key Accountabilities

•    To work towards annual objectives, for KPI’s to include talk time, wrap time, call answer rate and Quality monitoring
•    To receive incoming general customer enquiries and orders
•    Deal with customer pricing and account issues to achieve commercial benefit for the company and complete customer satisfaction
•    Own and resolve complex customer queries accurately and efficiently across multiple services
•    To actively make outbound telephone calls to existing/lost customers, for none taken, asset retrieval and overdue debt collection for Domestic Customers.
•    Calculating and discussing the benefits of Direct Debit use for domestic customers and verbal set up of this facility with associated administration
•    Direct Debit payment reviews
•    Referral to the credit control department for aged debt management
•    Prepare communications to customers (e.g. letters / emails)
•    Update appropriate systems (e.g. CODAS) to capture relevant information and maintaining accurate records
•    Contribute to specific projects and initiatives to improve systems or processes that will help deliver a better customer experience

Note: this job description is designed as a general outline of the main duties and responsibilities associated with the post but are not intended to be an exhaustive list of all duties performed.

JOB HOLDER REQUIREMENTS

Qualifications/Experience Required 
•    Experience in a high pressure customer-facing environment
•    Experience of working in a call centre environment, receiving a high volume of calls
•    PC literate in MS Office and familiar with customer management systems (e.g. CODAS) and able to use Excel and Word
Skills Required

•    Excellent communication skills both verbal and written 
•    A responsible attitude and leads by example
•    Ability to work effectively within a team 
•    Is customer-focused, wants to please customers, above and beyond the call of duty 
•    A positive outlook with the ability to motivate others.
•    Good 'people skills' for building relationships with colleagues at all levels 
•    The ability to plan and prioritise your own work 
•    Ability to multitask
•    Excellent time management
•    Integrity and trustworthy when dealing with customers and colleagues 
•    Has empathy for the customer’s situation 
•    Able to negotiate and use influencing skills in difficult situations 
•    Excellent questioning skills 
•    Takes ownership for resolving issues and seeks assistance when needed
•    Works accurately with attention to detail 
•    Works in the best interest of both customer and company 
•    Flexible approach to working overtime as required

Flogas Britain is committed to driving diversity and inclusion across its workforce, striving to attract and develop the best talent regardless of gender, age, sexual orientation, disability, ethnicity or any other factor, and building a diverse and supportive culture of respect and fairness for all.  Candidates of all backgrounds are encouraged to apply.

Furthermore, Flogas Britain embraces flexible working and understand that we all have commitments outside work. We want to work with you to find a working pattern that both allows you a great work/life balance and allows us to provide an excellent service to our customers. If you feel that you would benefit from working a different pattern to that advertised, we encourage you to talk to us about this during the recruitment process. 

Candidates with different flexibility needs are encouraged to apply.