Customer Experience Agent Level 1

Overview

Customer Service Advisor – Fawley

Permanent Full Time • £25,185 per annum

Join our Customer Experience Team at Calor Gas. We are looking for an enthusiastic Customer Service Advisor to join our Customer Experience team in Fawley. You will act as a first point of contact for customers, resolving queries over the phone and in writing, often at first contact.

• Respond to inbound and outbound customer calls, providing timely and effective support.
• Process customer orders and handle account administration with accuracy.
• Promote Calor’s products and services during customer interactions.
• Investigate and resolve customer complaints in line with company policies and service standards.
• Achieve individual and team performance targets and KPIs.
• Collaborate across departments to ensure a smooth and efficient customer experience.
• Contribute ideas and support improvements in service processes and customer satisfaction.
• Maintain accurate, secure, and up-to-date customer records.

Our contact centre operates Monday to Friday, 8:00am – 8:00pm, with shift patterns allocated on a rotational basis. You’ll receive advance notice of your scheduled shifts. Saturday shifts: 9:00am – 1:00pm (on a rota basis). Bank Holidays: 9:00am – 5:00pm (on a rota basis).

• Strong communication and interpersonal skills, with a customer-focused approach.
• A sense of ownership and pride in delivering high-quality work.
• Ability to stay organized and work effectively under pressure.
• Meticulous attention to detail.
• Familiarity with Microsoft Office; experience with SAP is advantageous.
• Comfortable working in a high-volume, fast-paced environment.

• 25 days of annual leave
• Holiday Purchase Scheme
• Private Medical Insurance
• Company Pension Scheme
• Staff Discounts on Calor Gas