Job Description

Job Introduction

POSITION: CUSTOMER EXPERIENCE ADVISOR

Mission

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Responsible for providing an inbound and outbound Customer Experience function to both B2B and B2C segments.

Responsibilities

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Acting as a first point of contact to customers Answering the phone for the customer service line Resolve customer queries using internal process and to a satisfactory standard Supporting the management of the customer service inbox Returning calls to customers when required Redirecting calls to third party providers when necessary Provide professional, thorough and accurate support to internal departments in relation to customer queries Building and maintaining a strong knowledge of AvantiGas and the LPG industry Updating the customer database with accurate and up to date information Escalating complex queries to managers or other relevant teams

Key facts

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Working within a matrix organisation, reporting to Customer Experience Manager Located at our Head Offices in Staveley Working as part of a team of Customer Experience Advisors Monday to Friday, 8.45am to 5.00pm with a 45 minute break for lunch

Profile

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Functional:

Experience in a customer facing role A proven ability to succeed in high volume environments A grade C/4 in GCSE Maths and English (or equivalent) Strong computer literacy including MS Office packages

Personal:

Excellent communication skills both written and verbal Ability to develop rapport with customers & internal stakeholders Confident managing conflict and challenging situations A team focused approach to work Strong organisational and multi-tasking skills Confidence working under pressure

Compensation

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Job Grade 7

Recruitment process

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A video interview with the Customer Experience Manager Face to face competency-based interview with Customer Experience Manager and HR Business Partner A final decision will be reached and an offer of employment will be made

Performance KPIs

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* Departmental targets based around call answer rate, email response time and service quality monitoring.