As a Business Movers Sales Solutions Agent your key focus is to collect and validate customer supply data across multiple sites and accounts that may include handling of complex and or historical change of tenancies.
Within the role, there are various levels of engagement with direct customers, landlords and commercial letting agencies, to validate the authenticity of the information being presented along with exploring sales opportunities.
- Location: Spinneyside in Leicester (LE19 1SZ). With Flexible working from home or other Centrica locations, you will be expected to attend the office minimum of one per month.
- Core hours between 8.00-18.00 Monday to Friday
- Salary; 25,504 PA - plus competitive target based commission scheme
Main Purpose of the role
British Gas Business (BGB) is part of Centrica plc, a global energy and services company, dedicated to satisfying the changing needs of our customers. We provide a range of energy supply propositions supplied through the British Gas brand and services and solutions helping our customers improve their energy resilience, costs and move towards a lower carbon future.
Key accountabilities of the role
- Consistently deliver outstanding customer service, with a focus on resolving business customer queries regarding the Business Moves process as effectively and efficiently as possible; taking ownership of our customers to prevent repeat contact through understanding their needs. All whilst identifying growth and retention opportunities.
- Proactively recognise opportunities to up-sell/cross sell and promote additional products and strive to ensure payment terms are secured on Direct Debit.
- Be flexible and multi-skilled to meet our customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound.
- Be held accountable for our transactional and touchpoint net promoter scores; willing to learn, adapt and develop skills from customer feedback.
- Contribute to deliver objectives and be flexible to agreed business sales targets.
- Accountable and responsible to minimise customers not contracting to a supply agreement and remaining on variable price plans to reduce customer loss.
- Effectively diagnose, investigate, and resolve customer complaints to ensure delivery of an efficient and effective service to the customer.
- Operate customer related information systems to the required standard to maintain accurate and secure records holding the most up to date and accurate customer and supply information.
- Recognising the right time to escalate decisions and actions to mitigate business risk, loss of revenue and expedite resolutions.
- Constantly demonstrate ability to negotiate to meet customer demands.
- Adherence to all competence and training frameworks, Sales policies and procedures inclusive of regulatory requirements.
Work Experience & Functional/Technical Skills required
- Highly skilled Communicator: Has a proven Track Record of high-quality Nett promoter Scores.
- Has a sustained performance of consistently hitting and exceeding targets and objectives.
- Ability to negotiate to drive margins within the function.
- Highly adaptable to changing service requirements, demonstrating awareness to customer requirement.
- Is proactive in approach to Inbound and Outbound calls, effectively manages own workload and role models call back management to delight customers.
- A genuine passion for delivering Service Excellence, understanding what makes a great customer journey and securing a contracted sale.
- Ability to quickly and effectively diagnose reason for contact and establish the best treatment path through proactive problem solving.
- Demonstrate positivity and enthusiasm about new and/or challenging tasks adopting a continuous learning culture.
- Remain composed and professional when dealing with challenging customers or third parties.
- Adaptable to change, and flexible in acquiring new skills, in order to meet customer demand for new channels (e.g. digital), products and services.
- Displays an ongoing commitment to learning and self-improvement and self-development.
Key Competencies/Core Capabilities required to perform the role
- Extensive experience in a customer facing role and target driven environment.
- Experience in a sales role is desirable.
- Demonstrate experience in identifying opportunities for improvement.
- Computer literate in order to operate customer related information systems.
