JOIN A TRUSTED TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY ARE A PART OF.
Huntswood's people are its most valuable asset, and we take their career development very seriously. Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skills.
CUSTOMER SERVICE REPRESENTATIVE
We are seeking a dedicated and empathetic Customer Service Advisor to join our growing B2B Utilities team.
The ideal candidate will be passionate about delivering excellent customer service and resolving customer inquiries in a timely manner. You will act as the first point of contact for customers across Telephone, Email, Written & Digital channels with a focus on resolving customer queries, issues and problems. This role requires working across 2 lines of the business, both Inbound & Outbound calling in order to fully service all of our customers.
This role will require strong communication skills, problem solving abilities and a customer-centric approach.
Start Date: Monday 23rd September 2024
Salary: £23,445 per annum + Performance Bonus (£25,594OTE)
Working hours: 37.5 hours per week, 5 days per week
Monday to Friday, 9.00am – 5.30pm
Location: Site Based at our Glasgow City Centre Office.
Job Responsibilities:

• Assisting Customers: Help customers with various inquiries via telephone, email and webchat across both Inbound & Outbound calling with a focus on resolution within the first contact.
• Promoting Customer Satisfaction: Strive to exceed customer expectations by delivering personalized service, demonstrating empathy, and actively listening to customer needs to foster long-term relationships and loyalty.
• Problem Resolution: Address customer concerns, complaints, and disputes promptly and professionally, working to resolve issues to the customer's satisfaction within established guidelines and policies.
• Product and Service Knowledge: Develop a thorough understanding of the products and services to effectively educate customers, promote relevant offerings, and cross-sell additional products as appropriate.
• Compliance and Regulations: Ensure compliance with regulations, security procedures, and privacy policies while handling customer transactions and safeguarding sensitive information.
• Documentation and Recordkeeping: Maintain accurate records of customer interactions, transactions, and inquiries using internal systems and databases, adhering to data protection regulations and recordkeeping standards.
• Team Collaboration: Collaborate with colleagues and other departments to address complex customer issues, share knowledge, and contribute to a positive work environment focused on achieving organizational goals.

Role Requirements:

• Proven experience working effectively with customers and delivering exceptional Customer Service.
• Contact Centre (Utilities) experienced within a customer centric environment.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Goal-oriented with a drive to succeed in a competitive environment.
• Familiarity with CRM software and complaints management tools
• Persistent and resilient attitude towards rejection and challenges.
• Adaptability to quickly learn about new products and industries.
• Ability to work under pressure and meet tight deadlines.

Benefits:

• Comprehensive Training with experienced Trainers
• Generous staff discounts- access to our intranet with exclusive discounts from leading retailers
• Loyalty Bonus – Opportunity to earn up to £1,400 per year for your commitment to Huntswood!
• Colleague Recognition Scheme
• Monthly Team Building activities.
• Access to an online Well-being centre that has a variety of tools to nurture your overall health.
• Refer a friend scheme (earn £1000 for each person you refer)
• Mentorship program to grow and develop within the company.

In February 2024, Huntswood become part of the Results CX organisation. Results CX is a leading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, Results CX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.
To help you stay safe in your job search Huntswood will only ask for contact details via email when first contacting you and not any other personal details.
Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
Job Types: Full-time, Permanent
Pay: Up to £25,594.00 per year
Additional pay:

• Performance bonus

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Store discount

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Glasgow, G1 2RX: reliably commute or plan to relocate before starting work (required)

Experience:

• Contact Centre: 2 years (required)
• Customer Service: 2 years (required)
• B2B: 1 year (preferred)
• Utilities: 1 year (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person
Expected start date: 23/09/2024