Contact Centre Advisor

As a Contact Centre Advisor at Calor, you'll be more than just a voice on the other end of the line. You'll become an expert in all things Calor, helping our customers with a variety of enquiries and ensuring they have everything they need for a seamless experience. From assisting with orders to answering questions about our services and accounts, you'll play a key role in delivering outstanding customer service every day. But this isn't your typical scripted contact centre role. At Calor, we want you to bring your unique personality to work every day. We believe in empowering our team to engage authentically with our customers, creating genuine connections and leaving a lasting impression. At the beginning of your journey with Calor, you'll have the opportunity to work closely with your buddy, shadowing them to gain insight into your day-to-day responsibilities. We believe in providing full training and guidance to ensure you feel confident and prepared before you answer your first call. Rest assured, this isn't a sales role, and there will be absolutely no cold calling involved. Instead, you'll have the chance to focus on what you do best: delivering friendly and helpful support to our customers, ensuring each interaction leaves them with a smile. About the role:

• Rotational Shift Pattern: Embrace diversity in your work schedule with shifts spanning from 09:00am-17:00pm and 10:00am-18:00pm.
• Saturday Shifts: We respect your weekends, so we only require you to work 1 Saturday out of every 4, from 9:00am to 1:00pm
Key responsibilities will include:
• To take inbound and make outbound calls to cylinder customers to facilitate high customer service standards.
• Undertake an initial on the spot risk assessment and makes quick decisions in a pressured environment to resolve a call in the most appropriate way
• Work to set quality standards, targets and service levels within a real time environment to deliver and enhance personal and departmental performance
• Maintain accurate records by logging and tracking all calls in the CRM system ensuring that all relevant systems are up to date.
• Ensure that own knowledge is kept up to date and retained to enable correct information to be provided to customers and colleagues, adapts quickly and confidently to changes to processes and information provided
• Use skills and experience to handle calls with vulnerable customers with empathy and resilience
• To capture and progress customer orders
• Undertake administration of customers' accounts ensuring requirements are processed in a timely and accurate manner to avoid re-work and maximise customer satisfaction
• Take every opportunity to promote Calor services to the customer
• Be receptive to complaints or problems, research, resolve customer complaints within given parameters, and be aware of possible solutions to make informed decisions and own the problem
• Agree and achieve both quantitative and qualitative service standard performance targets and objectives with the Team Leader (TL) and ensure they are delivered to
• Be able to work and co-operate as part of a team, assisting and supporting colleagues, TL's and other departments, when necessary
• Assist in developing processes for constant improvement for the benefit of the customer and Calor's business goals
• To stay focused and motivated with a positive attitude towards learning, growth and
• change
• Be able to challenge yourself and others to make step changes in knowledge, experience, skills and behaviour, and share knowledge of best practice
• Delivering and maintaining team performance targets
• Capture, maintain and ensure quality and safety of customer data
• Identifying, highlighting and escalating any service-related issues
  
  Have excellent communication and relationship building skills and demonstrate real care about the customer through a consultative and listening approach
• Have a strong sense of ownership and take pride in your work
• Be well organized and able to work under pressure
• Have excellent attention to detail
• Have good IT systems knowledge
• Able to work in an environment of high volume of calls
  
  At Calor, our Contact Centre is filled with passionate and forward-thinking individuals dedicated to making a difference in the lives of our customers. It's not just about answering calls; it's about providing exceptional service and ensuring every customer has the best experience possible., 25 days annual leave
• Holiday Purchase Scheme
• Private medical insurance
• Company pension scheme
• Overtime is available during our busy months
• Onsite canteen
• Free onsite parking
• Staff Discounts on Gas
Why Join Us? At Calor, you'll be part of a supportive and inclusive team, where your contributions are valued. We offer exciting challenges, continuous learning, and opportunities for professional growth. With us, you'll be empowered to take your career to new heights.