[Hiring] Customer Operations Agent @Centrica

Role Description

Dyno-Rod is recruiting an experienced Customer Operations Agent to join our Customer Operations team. This is a part-time position (14.8 hours per week), working weekends. Shift Pattern – Saturday and Sunday; 7am – 3pm or 9am – 5pm (rotation).

You’ll deliver outstanding support to new and existing customers and clients across phone, web chat, and email. You’ll handle billing enquiries, service requests, and complaints fairly and effectively, working to internal and contract-specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Dyno-Rod is a fast-paced, growing business where you’ll build strong relationships with internal and external stakeholders, support our engineers and franchise partners, and help drive a culture of continuous improvement.

Qualifications

• Experience working in a fast-paced office environment.
• Strong written and verbal communication skills to articulate information clearly and concisely.
• Commitment to delivering results and maintaining a customer-centric approach.
• Ability to think laterally, take initiative, and solve problems efficiently.
• Ability to prioritise and organise/plan accordingly.
• Effective customer relationship and communication skills to build and maintain strong connections.
• Excellent communication and problem-solving skills to route unique customer interactions to internal teams for resolution.
• Ability to effectively influence and impact stakeholders to achieve desired outcomes.
• Confident using Microsoft Office applications.
• Strong numeracy and literacy skills.

Requirements

• Customer Needs Identification: Understand and anticipate customer needs to deliver high-quality service and minimise repeat contact, ensuring customer satisfaction and loyalty.
• On Demand & Local Accounts Customers: Utilise effective questioning techniques to route work to the correct plumbing or drainage Franchise Office, ensuring timely and accurate service delivery to the standard of each Franchise’s agreed operating service level.
• Job Management for National Accounts: Raise jobs for National Accounts in line with individually agreed Service Instructions, ensuring adherence to Service Level agreements for engineer attendance and ensuring invoices can flow through to payment.
• Handling Enquiries: Via webchat, email, telephone & customer portal; receive enquiries from On Demand, National, and Local account customers, as necessary coordinating and passing the enquiry to internal and external stakeholders for resolution.
• Engineer Support: Provide on-site support to engineers, providing non-technical guidance on the terms and conditions of cover queries and work transfers to ensure smooth operations.
• Customer & Client Support: Provide comprehensive support, resolving customer and client requirements to resolution. Dispatch franchise jobs to on-call Franchisee engineers during weekends and bank holidays, ensuring adherence to escalation processes.
• Complaint Compensation Management: Review British Gas Homecare complaint compensation amounts for Dyno-Rod jobs, adjudicating to ensure correct apportionment to franchises and handling appeals within guidelines.
• Daily Reporting: Prepare, check, and share daily reports with National Accounts, adhering to pre-agreed specifications to maintain transparency and accountability.
• Disaster Recovery Activities: Participate in disaster recovery activities to capture job bookings and dispatch jobs, ensuring visit completion and service continuity as and when required.

Benefits

• Company benefits package.