Job Description

Agent Support Specialist
EU-UK-Crewe

Agent Support Role

If you’re a motivated person with a passion for providing excellent customer service, and you’re looking for an opportunity to learn, achieve and develop your career goals, we’d like to hear from you.

As part of our dynamic service centre where there’s never a dull moment, you’ll have an integral part to play in supporting customers within the Package Gas Sector of the Industrial Gas Industry. Your role will be to support our extensive agent network who act as retail outlets for our customers, taking orders, delivering products, handle payments and much more. The Agent Support team provide the agents with all the tools, support and advice needed so they can provide our customers with the best possible experience. In return you’ll enjoy extensive training, the opportunity to build a wealth of transferable skills, and on-going coaching and support to enhance your development and open progression prospects.
This is PT position Monday- Wednesday 22.5h

What you’ll do

• Deliver excellent service to our customers and agent partners by efficiently & confidently manageing inbound calls.
• Maintain, develop and apply knowledge of relevant products/ process area to respond to queries and request from customers within a defined timescale.
• Use all agent contacts as an opportunity to identify customer needs and voice of dissatisfaction. Take personal responsibility in these instances to ensure appropriate action is taken to resolve issues and improve working practise.
• Target retention of business throughthe retail channel.
• Instigate & drive through process improvement initiatives to make us easier to do business with.
• Provide support and assistance, especially to those within your team, as well as other teams while being accountable for your own performance.
• Timely and accurate administration work, including recording of full notes on all systems.
• Develop the skills and behaviours targeted in your Personal Development Plan to support improved performance going forward.

Key skills and experience required:

• Passion to deliver excellent customer service
• Maths & English GCSE (C+)
• Confident and professional telephone manner
• Friendly and able to communicate at all levels
• Excellent organisation skills
• Good working knowledge of basic computer programmes
• Proven ability to adaptable to change
• Team player

Previous experience in office based customer service is not essential for this role.

What we offer:

• Hybrid Working, for the minimum 6weeks training in the office
• 26 days holiday plus UK Public Holidays
• Life Insurance (3 times of your base salary )
• Work Schedule : 22.5
• Paid Sick Leave
• Pension contribution ( upon your start , if you increase your contribution to 4% , then employer will contribute at 8%, please bear in mind that the auto-enrolment is set at 3% employee and 6% employer contribution )
• Onsite Parking
• LifeWorks - Employee Assistant Programme 24/7
• Full access to the Calm app
• Opportunity to grow professionally

Job Types: Part-time, Permanent
Part-time hours: 22.5 per week

Salary: Up to £24,000.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay
• Work from home

Supplemental pay types:

• Yearly bonus

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Hybrid remote in Crewe, Cheshire

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