Customer Journey Agent – Onboarding

Job Description

The Customer Journey department is here to provide our valued customers with a simple, friendly joining experience that we nurture to develop and maintain valued relationships.

Reporting to a Customer Journey Team Leader you will be part of a growing and talented team of agents that have an important role welcoming our customers.

Using your customer centric outlook, you will ensure our customers have a simple and easy onboarding experience and are supported with any account amendments they may need to make due to change of circumstances.

Key Responsibilities

• Communicate effectively with our customers (using a variety of channels including telephone and email), providing account information, insight and support to resolve queries
• Follow standard processes and ways of working to ensure customer accounts are maintained and managed correctly and effectively
• Deliver exceptional service with every customer interaction, achieving against performance, productivity and quality standards
• Build positive working relationships with other agents to support a seamless customer journey experience
• Proactively provide feedback on any frequently occurring customer themes

Requirements

Our ideal Customer Journey Agent in our Onboarding Team will have:

• Experience working in a customer service environment – energy or utility sector beneficial
• Ability to build rapport and develop sustainable relationships
• Strong friendly and engaging verbal and written communication skills
• Keen eye for detail and accuracy
• Confident IT skills and proficient use of Microsoft Office suite
• Experience of working in a target driven environment and ability to manage own daily workload
• Ability to work well under pressure, have a flexible attitude and be responsive to change
• Ability to compare data including numerical content and present to customers in a clear and concise manner
• Naturally inquisitive with problem solving skills

Benefits

• 29 days annual leave (including bank holidays), plus your Birthday off on us!
• Flexible working hours
• On the job training
• Excellent employer pension contribution
• Employee Assistance Programme
• Regular team activities including nights out/theme park visits
• Staff discounts for various entertainment, shops, restaurants etc.
• Fantastic, modern working offices
• Dress down Fridays
• Beer Fridays
• Free tea/coffee and soft drinks

What’s next?

Are you the spark we are looking for? If so, we would love to hear from you. Please apply with a copy of your CV and a brief introductory covering note.

No recruitment agencies, please.