Customer Service Advisor

Customer Service Advisor

Grangemouth
Permanent Full Time
£26,228 per annum 

Join Our Customer Experience Team at Calor Gas

Are you a proactive and personable individual with a passion for delivering exceptional customer service? Calor Gas is looking for an enthusiastic Customer Service Advisor to join our Customer Experience team in Grangemouth. In this role, you’ll act as a first point of contact for customers — resolving queries over the phone and in writing, often at first contact.

Working Hours:

Our contact centre operates Monday to Friday, 8:00am – 8:00pm, with shift patterns allocated on a rotational basis. You’ll receive advance notice of your scheduled shifts.

• Saturday shifts: 9:00am – 1:00pm (on a rota basis)

• Bank Holidays: 9:00am – 5:00pm (on a rota basis)

Key Responsibilities:

• Respond to inbound and outbound customer calls, providing timely and effective support.

• Process customer orders and handle account administration with accuracy.

• Promote Calor’s products and services during customer interactions.

• Investigate and resolve customer complaints in line with company policies and service standards.

• Achieve individual and team performance targets and KPIs.

• Collaborate across departments to ensure a smooth and efficient customer experience.

• Contribute ideas and support improvements in service processes and customer satisfaction.

• Maintain accurate, secure, and up-to-date customer records.

What We’re Looking For:

• Strong communication and interpersonal skills, with a customer-focused approach.

• A sense of ownership and pride in delivering high-quality work.

• Ability to stay organised and work effectively under pressure.

• Meticulous attention to detail.

• Familiarity with Microsoft Office; experience with SAP is advantageous.

• Comfortable working in a high-volume, fast-paced environment.

What We Offer:

• 25 days of annual leave

• Holiday Purchase Scheme

• Private Medical Insurance

• Company Pension Scheme (matched contributions to up to 7.5%)

• Staff Discounts on Calor Gas

• Paid Charity Day