at Centrica
CommoditiesPosted 6 days ago
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**Business Customer Relations Agent:** Act as the primary point of contact for business customers, managing calls and digital chats, resolving complex account, billing, and technical issues. Utilize strong problem-solving and communication skills to ensure efficient, professional resolutions. Build trusted customer relationships and drive positive business outcomes. Previous customer service experience, ideally in a contact centre environment, is required. Knowledge of the energy industry is desirable. Offering a salary of £30,044 + quarterly bonus, with up to 8 weeks office-based training and hybrid working opportunities.
- Compensation
- £30,044+ GBP
- City
- Leicester
- Country
- United Kingdom
Currency: £ (GBP)
Full Job Description
Join us, be part of more.
Were so much more than an energy company. Were a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesnt rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. Thats why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team:
At British Gas, our mission is to sell it and mend it.
Weve been powering the UKs homes and businesses for over 200 years but supplying energy is just part of what we do. Were making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, were making it cheaper and easier for our customers to reduce their carbon-footprint.
As a Business Customer Relations Agent, you will be the first point of contact for our business customers, taking full ownership of enquiries and complaints from initial contact through to resolution.
You will handle inbound calls and digital chats, resolving complex account, billing, and technical issues while minimising disruption to customers daytoday operations. Using strong problemsolving and communication skills, youll ensure complaints are resolved efficiently, professionally, and to a high standard.
By delivering a consistently highquality service, you will build trusted customer relationships and drive positive outcomes for both our customers and the business.
Salary 30,044 + quarterly bonus of up to 16% of salary
Contract Permanent
Location British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
Working Style Up to 8 weeks officebased training (4 weeks formal training followed by 4 weeks supported consolidation), with hybrid working opportunities posttraining (typically 2 days per month in the office)
Operating Hours Monday to Friday (8am 6pm)
What Youll Do
Manage a blended workstream of inbound calls and digital chats from business customers, delivering a professional and efficient service
Resolve complex customer issues at first point of contact wherever possible, taking full ownership through to resolution
Communicate clearly, confidently, and empathetically across both verbal and written interactions
Proactively identify opportunities for business growth and promote identified lead opportunities where appropriate
Consistently meet performance targets, including customer, growth, and contact centre productivity and efficiency objectives, while ensuring customers do not need to contact us again
Promote Online Account Management, Direct Debit, and relevant products and services to support customer selfservice and retention
Maintain accurate customer records, ensuring accounts are regularly healthchecked and updated
Adhere to quality standards, regulatory requirements, and data protection policies at all times
What Youll Bring
A genuine passion for delivering great customer outcomes
Excellent written and verbal communication skills
Ability to overcome customer objections and professionally handle challenging situations
A proactive, solutionfocused mindset, identifying root causes and resolving customers issues
Willingness to learn, adapt, and share best practice
Strong problemsolving skills with great attention to detail
A collaborative, oneteam mindset
Experience & Knowledge
Previous customer service experience, ideally within a contact centre environment
Knowledge of the energy industry is desirable
Confidence and resilience when managing challenging customer conversations
Why should you apply?
Were not a perfect place but were a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. Thats why weve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why were a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/britishgas
If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
