Customer Driven Agent Job In Solihull

Customer Driven Agent


  • £8.50 - £9.00 per hour
  • Posted: 09/01/2019
  • Solihull
  • Job Ref: 149100256
  • Temporary

Job Details

A fantastic opportunity has arisen as a Customer Driven Agent at a large utility company in Solihull, we are looking for employees to join our expanding team who show commitment and dedication to providing an excellent service to customers as well as being tenacious and methodical at all times.

Location: Solihull
Payrate: £9 +
Contract: On Going
Hours: 37 per week

The Customer Driven team manage work requests from energy suppliers and co-ordinate site works activity. Reporting to the Customer Driven Work Team Leader, the Customer Driven Work Agent will be required to process customer driven work requests from energy suppliers, schedule/plan those with Service Partners and see them through to completion, while ensuring contractual SLAs are met.

Key Tasks:

Day to day customer contact, to include; call handling, receiving work, providing updates and resolving internal and external queries in line with the departments contractual obligations.
Working as part of a team, handling a wide range of services; including arranging appointments, scheduling work, creating, updating, and maintaining accurate records within the systems and documenting details of action taken.
Accurate data management including; capture, cleansing, and validation to ensure high levels of accuracy for all of our customers.
Creation of file flows to be returned to all market participants of the industry.
Loading data into the IFS system and working with our Service Partners and their booking tools to schedule customer driven work.
Effectively respond to emergency off supply situations to ensure minimal impact is experienced by End Consumers.
Engagement via multiple communication methods with customers, end consumers, service partners, and internal parties.
Support the team as a new business venture working in an innovative and lean environment whilst helping create the future.
Flexible approach to working practices and hours of working - Shift work and Saturday requirements.
Be engaged with the success of the company by contributing to the continuous improvement of processes through promptly highlighting problems and identifying opportunities for improvement.
Support the development of team skills through coaching and training less experienced staff in the operation of procedures and systems.
Be able to troubleshoot on day issues in order to accurately identify corrective action required.

Knowledge:

Computer literate with basic understanding of MS Office.
Knowledge/Experience of reactive workloads within a Metering environment.
Investigative nature and ability to challenge information provided.
Ability to select the best field resolution dependant on the criteria provided.
Process driven with logical and analytical thinking with the ability to resolve problems quickly and effectively.
Attention to detail in order to support continuous improvements.
Professional and determined with a flexible approach to the changing needs of the department
Innovative and resilient in order to create the future of the department.
Excellent verbal and written communication skills and a confident telephone manner.
Able to work on their own or collaboratively as part of a team in a dynamic environment.
Ability to take ownership to effectively manage queries and any internal/external issues.
Desire for self-development and business development to ensure the department is successful.
Positive can do attitude and the ability to embrace change.
Respect and supportive in a diverse operation.