Sales & Service Support

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

Flogas Britain Ltd are looking for a Sales and Service Support agent to join the team based at our head office. Reporting to the Consumer Support Team Manager you will oversee the day-to-day DCH Bulk Administrative processes.  

ACCOUNTABILITIES

• Process all Tank Transfer paperwork to included incoming and outgoing switches 
• Process New Installation paperwork for the Domestic customer base 
• Process all Change of Ownership, including updating accounts and sending new agreements 
• Processing Contract returns and updating customers’ accounts accordingly 
• Raising invoices and credits for customers within agreed limits 
• Processing orders for Managed Customers to include Key accounts and Home Parks 
• Opening and closing of customer accounts 
• Manage inbound multi skilled calls across all product areas as required by the business. 
• Answer all calls within or exceed the required standard. 
•  Assist with Project Administration 
• Running reports as and when required 
• Use CODAS to maintain accurate customer history and information
•  Take and progress feedback from customers, resolving at first point of contact within agreed authority levels. Escalating if not and ensuring all details are recorded on the CODAS system 
• Undertake the Customer Service functions when required
• Liaise with external and internal stakeholders ensuring all parties are appraised of timely accurate information.
• Effectively manage both internal and external enquiries to include the relevant inboxes/emails
• Progress and develop your product knowledge across the range Flogas’ portfolio of energy products. 

This job description serves as a guideline and may not encompass all responsibilities associated with the role. The role holder may be required to undertake additional tasks as necessary. 
 

JOB HOLDER REQUIREMENTS

Key Competencies:  
•    Good computer skills including MS Outlook, Word & Excel. Must be accurate with attention to detail 
•    Excellent customer service skills 
•    Experience of dealing with a high volume of customer accounts and associated call volume • Excellent telephone manner 
•    Ability to demonstrate numeracy and literacy skills 
•    Excellent organisation and time management skills 
•    Ability to make decisions within designated agreed levels of authority 
•    Ability to manage complex products, systems and customers 
•    Able to work under pressure 
Person Specification: 
•    Good working knowledge of Microsoft Office, Excel and Word 
•    Excellent communications and customer service skills (written and verbal) 
•    Can work as part of a direct and extended team 
•    Able to work under own initiative 
 

TECHNICAL SKILLS

•     Proficient working knowledge of Microsoft Office 
•     Intermediate Excel and Word 
 

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, neurodiversity, 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.