Customer Service Advisor

Overview

We are looking for Customer Service Advisors to join our Domestic Sales & Service team, in our Larbert HQ, Monday to Friday between the hours of 8am-5pm. As a Customer Service Advisor, you will deliver a great customer experience and maximise sales opportunities whilst working compliantly, following company policies and procedures. You will ensure you have a thorough understanding of company products and services, offering additional products to meet the needs of the customer.

You will support with email management and web chat where required.

• Maintain the relationships of our Domestic customer base, handling inbound contact (calls, email, web-chat and other channels as appropriate) putting the customer first.
• Negotiate sales prices and ensure the cross selling of other relevant products and services.
• Deliver a great customer experience while following company policies and procedures.
• Maintain thorough knowledge of company products and services to meet customer needs and promote additional offerings.
• Assist with email management and web chat as required.

• Competitive salary
• Commission
• 25 days holiday (plus bank holidays) increasing to 26 after 2 years service
• Certas Energy group discount scheme
• Option to purchase additional, sell and/or carry annual leave
• Company Pension
• Life assurance (4x salary)
• Annual volunteering day

• Contact Centre experience is desirable
• A proven track record in telephone selling and up / cross selling
• Self-confidence and good interpersonal skills
• High degree of self-motivation and time management
• Resilient, persistent and hardworking
• Target driven / results orientated
• Able to build the appropriate level of professional rapport with customers
• Can handle customer objections assertively
• Can manage customer interactions with empathy
• Good listening skills
• Excellent verbal communication skills
• GCSE Maths and English a requirement

We employ 2,500 colleagues based across our depots around the UK from the highlands of Scotland to the Channel Islands. We recruit sales people to sell our fuel, oils and lubricants as well as drivers to deliver the products to our customers who may be individual home owners, farmers, small or large businesses. Also essential to our business are our management teams and colleagues within Marketing, HR, Finance, IT, Health and Safety and Legal.

In addition, we have a dedicated team of service engineers who work within Team Energy. Key to our success are our people and our learning and development team ensure we can nurture our talent and support colleagues with their aspirations and growth through programmes such as Inspire, our WOW training courses and apprenticeships.

It is also worth noting we are part of the wider DCC PLC group which is a FTSE 100 company. Being part of the group gives our colleagues opportunities to work alongside other businesses to share best practice and develop into roles across the businesses in the group.