Job Description

• Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, order entry and queries and internal communication with operations and sales teams
• Raises manual notes for permitted scenarios and updates manual Log
• Raises credit notes adhering to the credit note request procedure
• Takes payments from customers and reconciles banking for products (and equipment, if applicable)
• Calculates commission payments to agents and makes adjustments to cylinder holdings
• Completes manual template to create Proforma Invoices as required
• Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert
• Develops and maintains knowledge of products, services and systems as required
• Identifies sales opportunities for referral to the sales team
• Develops strong long term relationships with customers and agents to fully understand their needs
• Provides proactive service to select customers based on outbound contact Manages work within KPI / target framework to optimise customer experience and productivity
• Encourages customers and agents to shift from legacy contact channels to digital
• Carries out other tasks to support the customer facing operations at their location and also other branches or sites/depots on an ad-hoc basis

Required Knowledge, Skills, and Abilities

Essential Skills Good literacy and numeracy skills Minimum of 5 GCSEs (at grade C or above including Maths and English) Confident and clear communication skills across all contact channels Capable of prioritising workload and solving problems Able to remain focused in a busy telephone environment Willingness to learn about industry, products, customer and agent requirements 3 years customer service and or sales experience in a branch environment (B2C) Desirable 3 years customer service in digital environment (e.g. website support, web chat) Familiarity with customer experience measurement (e.g. NPS) Telephone based sales (inbound and/or outbound service etc) Personal Qualities Enthusiasm with customer centric attitude Open minded and willing to take on tasks outside the traditional scope Positively influence change to optimise business efficiency Willingness to contribute to business improvement initiatives Shares information and is supportive to colleagues