Job Description

Job Opportunity

: Customer Service Advisor

Location

: Head Office, Houghton-le-Spring

Position Type

: Permanent

Salary

: 27,000 - 30,000 (depending on experience)

About Us

At Direct Business Group (DBG), we believe in building strong relationships, delivering high-quality solutions, and enjoying the work we do. As a recognised leader in the UK energy sector, we're known for our data-driven innovation, commitment to excellence, and a collaborative team culture that supports both personal and professional growth.

The Role

As a Customer Support Advisor, you'll be the primary point of contact for our clients, handling inquiries, concerns, and complaints. You'll respond to phone calls and emails and proactively reach out to clients to maintain strong relationships, influence their decisions, and uncover new business opportunities

Key Responsibilities:

Build and nurture strong client relationships through phone, email, and chat, providing expert guidance and ensuring their needs are met. Handle customer complaints with professionalism and resolve issues effectively. Identify additional business opportunities by thoroughly understanding client needs. Ensure proper documentation of all complaints, maintaining accurate records in compliance with GDPR. Collaborate with suppliers to address client complaints and queries. Keep customer accounts up-to-date with accurate and relevant information. Work closely with other departments to fulfil customer needs and maintain smooth operations. Stay organized, prioritize tasks, and meet deadlines. Maintain clear communication across teams. Be responsive to ad-hoc requests and work effectively as part of a team. Demonstrate motivation, enthusiasm, and initiative in all tasks. Deliver exceptional customer service at all times.

What We're Looking For:

Excellent verbal and written communication skills Strong organizational abilities Proficiency in Microsoft Office and other computer applications Ability to work independently while also collaborating with a team Flexibility to adapt to changing business needs Exceptional attention to detail and accuracy o Ability to thrive under pressure and meet deadlines A proactive attitude with a passion for providing outstanding customer service

What We Offer:

Salary: 27,000 - 30,000 (depending on experience) Holidays: 32 days inclusive of Bank Holidays and extended leave over the Christmas period Benefits: Enhanced Maternity and Paternity Scheme, BUPA healthcare, and more Working Hours: Monday to Friday, 8:30am - 4:30pm (we value work/life balance) Culture: Annual Christmas and Summer parties, regular team events and loads more incentives Development: Ongoing training, development opportunities, and continued support
If you're looking for a role where your attention to detail and organisational skills will make a real impact and you want to be part of a supportive, forward-thinking team, then we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: 27,000.00-30,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking On-site parking Private medical insurance Referral programme
Ability to commute/relocate:

Houghton le Spring DH4 5RA: reliably commute or plan to relocate before starting work (required)
Experience:

Customer Service: 2 years (required) Utilities: 1 year (required) Energy Consultancy: 1 year (preferred)
Location:

Houghton le Spring DH4 5RA (preferred)
Work Location: In person