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Company Overview
Flogas Britain is one of the largest distributors of off-grid energy in the UK and has 40 years’ experience of providing solutions to both commercial and domestic customers, principally in the form of liquid gas. The business has a longstanding record of organic growth driven by new installations, underpinned by a strong technical engineering expertise and capability.
The business is at the forefront of the energy transition, having developed a prominent track record in converting customers from higher emissions fuels to lower carbon and cleaner solutions for the last decade. Flogas has been highly acquisitive in executing this strategy, investing over £50 million in recent acquisitions to support customers in navigating their energy needs.
Job Purpose
To provide a market-leading service to both our commercial and domestic customers via the phone and email. To take high volume inbound calls and manage outbound campaigns during quieter periods, identifying opportunities to add value to the customer journey through service delivery and promoting additional service options.
Key Accountabilities
Work towards annual objectives, with KPIs including talk time, wrap time, call answer rate, and quality monitoring.
Receive incoming general customer enquiries and orders.
Deal with customer pricing and account issues to achieve commercial benefit for the company and complete customer satisfaction.
Own and resolve complex customer queries accurately and efficiently across multiple services.
Make outbound telephone calls to existing/lost customers for asset retrieval and overdue debt collection.
Calculate and discuss the benefits of Direct Debit use for domestic customers and verbal setup of this facility.
Prepare communications to customers (e.g., letters/emails) and update appropriate systems (e.g., CODAS).
Contribute to specific projects and initiatives to improve systems or processes that will help deliver a better customer experience.
Job Holder Requirements
Qualifications/Experience Required
Experience in a high-pressure customer-facing environment.
Experience of working in a call centre environment, receiving a high volume of calls.
PC literate in MS Office and familiar with customer management systems (e.g., CODAS).
Skills Required
Excellent communication skills both verbal and written.
A responsible attitude and leads by example.
Ability to work effectively within a team.
Customer-focused, wanting to please customers above and beyond the call of duty.
Positive outlook with the ability to motivate others.
Good 'people skills' for building relationships with colleagues at all levels.
Ability to plan and prioritise own work.
Ability to multitask and excellent time management.
Integrity and trustworthy when dealing with customers and colleagues.
Empathy for the customer’s situation.
Able to negotiate and use influencing skills in difficult situations.
Excellent questioning skills.
Takes ownership for resolving issues and seeks assistance when needed.
Works accurately with attention to detail.
Works in the best interest of both customer and company.
Flexible approach to working overtime as required.
Flogas Britain is committed to driving diversity and inclusion across its workforce, striving to attract and develop the best talent regardless of gender, age, sexual orientation, disability, ethnicity, or any other factor. Candidates of all backgrounds are encouraged to apply.
Furthermore, Flogas Britain embraces flexible working and understands that we all have commitments outside work. We want to work with you to find a working pattern that allows for a great work/life balance and excellent service to our customers. Candidates with different flexibility needs are encouraged to apply.
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