Customer Journey Agent – Onboarding

Posted on April 9, 2021

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


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


  • 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.


Use the form below to contact us about this opportunity.

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