Business Customer Service Lead Agent

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

PH Jones are looking for a Business Customer Service Lead Agent to join our team. This is a permanent role based at our client’s site in Brighton (BN2 4QL), Monday to Friday.

Working as part of the Operations Support Team, reporting to a Customer Service Manager; you will be responsible for the administrative work associated with the delivery of Service & Repair and Installation contracts for our Social Housing client.

You will be working closely with the Field Operations team to deliver exceptional customer service, measured against internal and contract specific Service Level Agreements and Key Performance Indicators.

• Full-time, Permanent / 40 hours per week
• Location: Brighton Office (BN2 4QL), Monday - Friday
• Company Benefits
• Employee Energy Allowance and discount on HIVE products

As a Business Customer Service Lead Agent with PH Jones, you will find a variety of different tasks to complete daily. These will include, but are not limited to:

• Responding to daily email traffic internal and external customers and clients
• Log new customer calls on the appropriate works system, ensuring client priorities are met, while recording accurate quality data.
• Booking appointments and scheduling work to engineers to maximise daily productivity.
• Ensuring that all internal work systems are updated accurately and in a timely manner.
• Ensure appropriate charges are applied to work orders highlighting chargeable opportunities.
• Weekly/Monthly valuation preparation.

• Maintain up to date knowledge and awareness of all relevant information and data such as MI, Quality/Audit results and Operational Briefs to enable you to identify coaching opportunities and promote Best Practice within your team.
• Deliver coaching and provide feedback to Advisors to ensure they improve quality and competence.
• To provide expert advice to the team with regards to process, products, systems and behaviours.
• Receives/seeks regular feedback from their Business Customer Service Manager and other colleagues regarding their own performance through coaching sessions.
• To assist the Business Customer Service Manager in leading, motivating and inspiring team and colleagues.
• Deputises for Business Customer Service Manager in absence and assists them in delivering communications, safety briefs, engagement activities etc.
• Supervisory cover during Out of Hours for the department.
• Actively manage work queues to ensure their team control open work in progress and manage housekeeping element to keep records up to date in Pilot system/client systems where necessary
• Ownership of Billing and valuation activities for contracts within your remit to ensure we hit the appropriate targets and manage unbilled debt
• Identify areas for improvement and develop strategies for implementation. Continually develop systems, processes and procedures that improve efficiencies, reduce operating costs and improve customer satisfaction.
• Compliance with contractual regulatory and other appropriate guidelines/standards to deliver an efficient and cost-effective service.
• Manage any complaints or queries, in line with Business Customer Delivery processes and procedures to ensure they are handled and resolved in a timely manner, escalate where appropriate.
• To gain insight into trends of performance in customer excellence and provide feedback and generate ideas to continually drive improvement
• Undertake judgement-based quality assurance on a regular basis to ensure key operational processes are compiled with by the teams
• Building relationships and engaging with our outsource partners to share best practice to achieve Model Call and service excellence
• Follow our people management policies and procedures to ensure that we are treating our people fairly and consistently
• Ensure customer related information systems are operated to the required standard to maintain accurate and secure records
• Operational support for other areas in the Department when required including booking and dispatching jobs to engineers and telephony support to ensure we meet our Service Delivery obligations
• Provide technical assistance to Managers in the resolution of complaints and problematic jobs. Where appropriate, ensure effective actions are implemented root cause identified.
• Identify any operational, contractual and regulatory risks, escalating as appropriate.
• Operate information systems, client portals to the required standard to maintain accurate and secure records.
• Understand and adhere to the company and department standards, policies and procedures.

The Person

• To be successful in this role you will have good team-working skills, with the ability to respond professionally to customer and client enquiries.
• We are seeking someone with excellent interpersonal, oral, and written communication skills, who is self-motivated with a problem-solving approach.
• You will have the ability to respond positively to changing workloads and priorities, with a willingness to undertake varied responsibilities.
• The successful candidate will be a competent user of Microsoft Office (e.g. Outlook, Word and Excel) with strong IT skills and an ability to learn new systems.
• You will have the ability to prioritise tasks, work well under pressure and manage your workload, with a high degree of diligence.
• Excellent written & verbal communication skills to all levels

• Ability to gather data & handle large amounts of information
• Ability to motivate and engage team members and teams.
• Good analytical, problem solving and negotiation skills.
• Ability to overcome objections, manage expectations & retain strong customer focus.
• Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with colleagues
• Ability to work individually or within a team scenario.
• Passion for quality within the customer service environment
• Exemplary coaching skills
• Ability to resolve Complaints and escalate where necessary
• Good understanding of what delivers great customer service.
• Ability to handle complex queries and challenging customer scenarios.
• Strong levels of literacy
• Working knowledge of a social housing environment desirable.
• Experience of working in multi-disciplined teams and interactive client relationship experience is desirable
• Experience of audit, QA or other process compliance type functions
• Experience of data analysis and presentation (use of excel and powerpoint)
• Personal drive and enthusiasm to meet and exceed targets.
• Building Great Relationships: Impact and influencing skills, Confidence and creditability, Effective networking, Partnering.
• Manage Change: Stakeholder management, Effective decision making.
• Gas and multi trade technical knowledge preferred but not essential

You will also receive

• 25 days annual leave + bank holidays
• Company matched contribution Pension Scheme up to 3%
• Group Income Protection, Life Assurance & Accident Insurance
• Company Funded Healthcare plan
• Access to MyHealth with 24/7 MyCare phone line
• Online GP24 virtual service
• Eye Test Voucher
• Annual pay review
• Legal Help
• Financial Education
• Centrica Benefits via ‘BeneKit’ – offers & discounts with high street partners
• Profit Share Award
• Employee Energy Allowance

PH Jones, part of British Gas, provider of Gas Central Heating Installations as well as Service & Repair to the Social Housing market. The marketplace consists of approximately 5 million homes, managed by 3,500 Housing Associations and Councils across the UK.

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.