Job Type: Full time, Permanent

Location: Preston, Lancashire

Salary: £17,000 - £20,000

Job Description Summary:

Reporting to the Customer Service Manager this position interfaces with customers via Outbound calls and emails and live chat, for the purpose of discussing billing queries, payment arrangements, direct debit instructions, payment collections and payment plan agreement.

Essential Functions & Core Responsibilities: 

  • Achieving specific service targets and maximizing opportunities on each and every call
  • Use non-scripted probing techniques to determine customer needs
  • Maintain broad knowledge of products, pricing, promotions, and procedures
  • Ensure service delivered to our customers meets contractual goals and other Key Performance Indicators (‘KPIs’)
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Clarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customer
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and overall service performance
  • Answer billing questions by talking through components of customer accounts
  • Strong communication and negotiation skills
  • Ability to handle card payments compliantly and offering customer confidence through the process
  • Dependable with proficient attention to detail
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Strong computer navigation skills and PC Knowledge

Desirable: 

  • Energy Industry experience; specifically supply of gas and electricity
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
  • Strong computer navigation skills and PC Knowledge

Job Type: Full time, Permanent

Salary: £17,000 - £20,000 / year

Location: Preston, Lancashire

To apply, please send a copy of your CV to [email protected]. Please make sure you include the job title Customer Service Advisor: Billing Payments and Early Credit in the subject line of your email.