Customer Retention Advisor

Job description

Customer Retention Advisor

Belfast

Salary Circa £15,917 + Excellent Benefits (Depending on Skills and Experience)

SSE is one of the largest and most diverse energy companies in the UK and Ireland, a FTSE 100 company with around 8 million customers and around 20,000 staff. SSE Airtricity (part of the SSE Group) was recently named Right Place to Work at Irish News Workplace and Employment Awards. We strive to do the right thing at all times and to make a positive difference to people's lives. We're really proud of our corporate social responsibility activities and the high level of employee participation.

If you're interested in getting involved and making a real difference why not apply. The Customer Retention Advisor role is an exciting development opportunity that will allow the successful candidate the opportunity to gain cross business experience and new skills.

At SSE we believe in treating our customers like family and always going the extra mile in whatever we do. The main purpose of your role is to build and maintain the strong relationships we have with our existing customer base. Every customer is different and we don't believe one size fits all, through both inbound and outbound contact channels you will identify innovative solutions for our customers and develop opportunities to improve customer experience through new product offerings or value added services.

This role focuses on existing customer retention by ensuring that the customer is on the best rate applicable to them, at that particular point in time. Within this role, you will be required to actively listen to the customer and overcome issues where/when they present themselves. Other key areas within this role will also encompass adherence to all compliance and quality assurance standards within SSE Airtricity.

To be successful in this role you must have strong problem solving skills and be able to work in a logical way to solve problems. We are looking for people with at least one year's Customer Service experience in either a contact centre or a face to face capacity and a history of working in a compliant and target based environment would be an advantage. You should show that you have a strong focus and understand the importance of retaining existing customers.

You must be customer and quality focused, with an excellent telephone manor and strong interpersonal skills. You must have strong attention to detail and be passionate about delivering service excellence at all times. You should have a positive attitude with the ability to demonstrate strong planning and organisational skills together with the ability to use own initiative and work as part of a team. You should have the ability to work accurately under pressure and achieve challenging but realistic targets as set out by your Team Leader in Key Performance Indicators (KPIs). Working knowledge of MS Office is essential.

SSE is an equal opportunities employer.

Successful candidates will be subject to the Company's verification and vetting process. This includes a basic criminal record check.

Advertised: 21 Nov 2016 GMT Standard Time
Applications close: 05 Dec 2016 GMT Standard Time