Job description

Our Journey:
At Shell Energy Retail Limited, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

Job Title: Broadband Technical Adviser / Customer Service Advisor

Location: Coventry Office with some home working

Working pattern: Full time - Rotational between 08:00 - 20:15 Monday - Friday with 1 in 3 Saturdays (start times 08:00, 09:00 & 11:45)

Start date: 23rd January 2023

Your part in our journey:
Your role will be to provide our customers with a first class, friendly and professional service. Motivated by meeting and exceeding performance targets, a ‘right first-time’ approach will help you to resolve various queries, ranging from ensuring new customers have a smooth transition from their previous provider to Shell Energy Broadband, to assisting them with any issues relating to their accounts, such as billing and connection issues. Encouraging customers to talk through the options best suited to their needs, we aim to retain their custom by sharing our knowledge.

Your part in the team:
Demonstrating excellent customer service skills through inbound and outbound service and technical query calls

Handling both service queries and complaints ensuring a swift resolution providing clear explanations and solutions

Ensuring all customer commitments have been met or followed up with smooth contact between our internal departments

Dealing with a range of Technical queries, fixing and ensuring ongoing technical support for customers

Proactive technical work in order to improve the customer experience and journey

Using your initiative to provide a clear and accurate solution to the customer

Supporting other business areas (energy) with queries as and when required.

What you’ll need to help you make the best of the role:
Excellent communication skills – both verbal and written – enabling you to build a strong rapport with our customers

Technical/Problem solving mindset in order to learn and apply fixes to accounts improving the customer’s experience

Confident ability to follow processes and instructions accurately

Demonstrated experience excelling in a customer service position, either telephone-based or face to face

Confidence to manage own workload and any issues professionally and calmly

Comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs

Be a fast learner, PC-literate and able to demonstrate excellent attention to detail, along with comfort with numerical calculations (required for manual bill calculations)

Confident with New technology

Nice to have:
Previous call centre experience

Broadband or Telecoms experience

Not afraid to work in a technologically advancing environment

An appetite to problem solve

Can-do attitude

Takes great pride in helping customers

Contact: Alima Uddin Ali

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