Customer Service Agent

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential.

That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

Location: Hybrid working, with 1 day per week in our Ebbw Vale office and 4 days working from home.

Hours: 37 hours per week, Monday to Friday. Shifts will fall between 9:00am and 6:00pm
, with your specific working pattern confirmed during training.

Please Note: External candidates will be employed through our preferred recruitment agency partner for the duration of this assignment.

We're looking for customer-focused individuals to join the Nest Welsh Government Warm Homes Scheme as a Customer Service Agent.

This is a fast-paced contact centre role where you'll support customers by handling enquiries and complaints, many of whom may be in vulnerable circumstances. You'll play an important role in delivering a positive customer experience, providing support, guidance and resolution across a range of customer interactions.

• Primarily manage customer contacts by telephone, with opportunities to support additional channels such as email and messaging services as the service evolves.
• Take ownership of customer contacts from start to finish, ensuring issues are resolved professionally, accurately and efficiently.
• Make informed decisions that balance customer needs with business requirements, recognising that every customer's circumstances are unique.
• Work as part of a multi-skilled team, contributing to a collaborative and customer-focused environment.
• Participate in regular training and development activities to enhance your skills, knowledge and understanding of processes and systems.
• Stay adaptable to service improvements and changing customer needs.
• Contribute to our culture of Continuous Improvement by identifying and implementing small changes that enhance both the customer and colleague experience.
• Take accountability for your own performance and play an active role in delivering excellent customer outcomes.

• Customer Service Experience - Previous experience in a customer service role within an office or contact centre environment.
• Excellent Communication Skills - Strong verbal and written communication skills, with the ability to explain information clearly and confidently.
• Customer Focus - A genuine commitment to providing excellent service and treating every customer with care, professionalism and respect.
• Empathy and Resilience - The ability to remain calm, patient and supportive when dealing with challenging situations or vulnerable customers.
• Problem Solving and Ownership - Confidence in taking responsibility for customer enquiries and working towards positive resolutions.

• A positive and proactive approach to customer service.
• The ability to manage multiple tasks and priorities effectively.
• Strong attention to detail.
• A willingness to learn and adapt to new processes and systems.
• A commitment to teamwork and continuous improvement.