Customer Advisor

Overview

In this role you will respond to customer enquiries via the contact centre, log information accurately and strive for first-call resolution. You will liaise with operations to drive timely complaint resolutions and keep customers updated on progress. You will follow set processes, maintain data quality, and learn gas mains replacement basics. The role focuses on delivering a high level of customer service within Cadent’s network context, contributing to satisfaction and efficient issue resolution.

Responsibilities

• Respond to incoming customer calls and manage enquiries through to resolution
• Record customer data accurately using available systems and provide first-call resolution where possible
• Escalate and liaise with operations to ensure actions are taken
• Drive resolution of complaints to meet the D+1 (48 hour) KPI
• Maintain professional relationships within the team, operations and Cadent
• Keep customers informed of progress and action taken
• Maintain accurate and comprehensive data records
• Follow defined work management and company processes at all times
• Learn and apply basic understanding of gas mains replacement

Key requirements

• Contact centre and/or customer service background
• Experience of dealing with enquiries and complaint handling
• Attention to detail
• Strong communication skills, verbal and written
• Experience of CRM systems and Microsoft packages

• Empathy and active listening
• Patient and attentive approach
• Positive language and can-do attitude
• CRM systems
• Microsoft packages
• SAP (desirable)

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