Customer Advisor

• Contact centre and/or customer service background
• Experience of dealing with enquiries and complaint handling
• Attention to detail
• Strong communication skills, both verbal and written
• Experience of CRM systems and Microsoft packages

• Knowledge and experience of using SAP l
• Experience of working in a fast paced environment, working with KPIs and SLAs
• Knowledge/experience of working in the utilities industry
• Understanding of regulatory requirements
• Gas industry experience

Due to project growth the position of Customer Advisor has become available to join our successful team based in Peterborough, Marks Tey or Hitchen

• Respond to incoming customer calls, retain ownership through to resolution
• Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).
• To send full and accurate details of the enquiry or complaint, to the relevant operations team, ensuring any required action is taken
• Drive the resolution of complaints, liaising with the operations team, to meet the key D+1 (48 hour) KPI
• Establish and maintain good professional working relationships within the team, operations and Cadent
• Keep customers updated and informed of the progress of their enquiry/complaint
• Maintain accurate and comprehensive data records
• Follow defined work management and company processes policies at all times
• Learn, retain, extend and apply basic understanding of gas mains replacement

• Confident and customer focused
• Committed to putting customers first and achieving high levels of satisfaction
• Empathic, able to see someone else's point of view, be all inclusive
• Patient and attentive, with good active listening skills
• Understands the importance of keeping customers informed and updated in line with our process
• Adopts and maintains positive language and a 'can do' approach to customer challenges
• Respect customers' busy lives and ensure promises are delivered
• Be adaptable, accommodating and flexible in responding to the needs of different situations
• Demonstrate exemplary personal behaviour towards colleagues and other
• Actively seek to build relationships at all levels; to be collaborative and sharing
• Be quietly persuasive and bring people with you
• Show emotional control when under pressure
• Take ownership and responsibility for your workloads, application and performance
• Assess and defuse conflict/areas of difficulty and find win/win solutions
• Teamwork, understand the importance of working together and supporting colleagues