Part Time Customer Service Advisor (CSA) Outbound (Energy and Debt Advice)Location: Friars House, Coventry / HybridHours: Part Time, PermanentSalary: 23,400 pro rataShift Patterns Available: 20hrs pw - 10am - 2pm Mon-Fri OR 10hrs pw 6pm - 8pm Mon - FriReports To: Contact Centre Team LeaderAbout the Contract:We Are Group have an exciting new contract and partnership to provide dedicated expert advice and support to individuals facing energy and debt challenges. This aligns with our own vision of a world where no one is left behind. In the changing energy world this service is key in providing targeted support.The Role:We're looking for proactive, independent thinkers to help us deliver high-quality, impactful support to those who need it most.As a Customer Service Advisor, you'll be more than just a voice on the phone. You'll be a trusted advisor, a problem solver, and a "mini partner" to those you support. This role isn't about following scripts, it's about understanding each customers unique situation, offering tailored advice, and proactively reaching out to those who need us most. The role will provide excellent quality advice to customers to ensure they are satisfied and give a score of 10 out of 10 on the service provided.Customer Satisfaction is at the heart of the role. CSAs will have access to a performance bonus that will reward a combination of calls made and successful outcomes as judged by independent assessment.Key Responsibilities:Proactive Engagement: Make outbound calls to individuals seeking energy and debt advice, not just waiting for the phone to ring.Advisory Focus: Provide personalised guidance based on each customer's circumstances, thinking independently to offer the best support.Triage & Support: Identify customer needs quickly and efficiently, resolving queries where possible or signposting to the appropriate support services.Relationship Building: Develop strong connections with customers, internal teams, and external partners to ensure seamless support.Accurate Record-Keeping: Maintain detailed, accurate notes in our CRM system, ensuring data integrity and compliance with GDPR.Performance-Driven: Work towards individual and team CSAT (Customer Satisfaction) targets, contributing to the overall success of our services.Continuous Improvement: Identify opportunities to improve processes, enhance customer experiences, and contribute to operational excellence.Safeguarding Responsibilities:React, record, and report any safeguarding concerns per the Company Safeguarding Policy, using the Safeguarding Report Form and informing the DSL or DSO.What We're Looking For:Background in utilities and debt advice.Experience supporting vulnerable individualsExperience working in a contact centre or customer service environmentStrong communication skills with the ability to build rapport quicklyIndependent thinker with a proactive, solution-focused approachHigh attention to detail and excellent written/verbal communicationComfortable working in a fast-paced environment with competing prioritiesUnderstanding of CSAT as a measurement of service deliveredProficiency with Microsoft Office and Salesforce or other CRM systemsUnderstanding of data privacy and confidentiality protocolsBPSS clearance or ability to obtain itWhy Join Us?Make a real difference in people's livesHybrid working model with flexibilitySupportive, collaborative team environmentOpportunities for professional growth and developmentBe part of a team where your ideas and contributions truly matterIndividual performance linked to overall CSATPerformance bonus linked to personal achievement and outcomesReady to Make an Impact?If you're passionate about helping others and thrive in proactive roles, we'd love to hear from you.
Job Title
Part Time Customer Service Agent - Energy and Debt Advice