Job Description
Our Journey: At Shell Energy, 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?
Salary ; £20,000 per annum with up to £3000 love to shop rewards
Location; Coventry Office with some home working.
Working hours; 37.5 hours per week / 20 hours per week
Start date; 31st January
Your part in our journey:
Our Inbound Retentions Team offer a high level of customer service and support to existing customers. With the knowledge of a range of departments you will be responsible for giving a wide vast of customers a positive and long lasting impression of Shell Energy.
The Inbound Retention Team guide our customers through the process of closing accounts, whilst hitting business customer retention targets through promoting our products and offering the best possible energy and broadband rates; encouraging them stay with Shell Energy for the foreseeable future.
They also deal with general service enquiries and go above and beyond to ensure the accounts they come into contact with are fully health checked and fixed.
Your part in the team:
Be an excellent brand ambassador for Shell Energy and go above and beyond for each customer you come into contact with, and offering consistently excellent customer service when answering inbound calls/email correspondence.
Actively listen to customers to understand their pressing concerns and ask open questions to fully understand their query.
Ensure customers understand the next steps involved in resolving their query, and if there are any issues that they understand how the problem has happened.
Empathise with our customers when they are frustrated, understand their point of view, and focus on putting things right.
Take ownership of meeting agreed expectations by managing tasks effectively and professionally.
Proactively contact customers to notify them of possible issues whilst ensuring a relevant fix is in place.
Promote our tariffs and products to new or existing customers.
Identify the features and benefits of particular tariffs or additional products that we provide that are relevant to individual customer needs, and explain these clearly to customers.
Confidently generate and secure sale leads following on from effective resolution of a service query, and support customers in finding them the best possible energy and broadband deal.
Provide solutions that meet the customer's needs in order to retain their custom.
Take responsibility for consistently meeting or exceeding personal or team quality, service and sales targets.
Follow set complaint and compliance procedures on every call to ensure that we are following strict regulations.
Ensure clear and accurate notes are kept on customer accounts.
What you'll need to help you make the best of the role:
Excellent communication skills - both verbal and written.
Have the ability to build strong rapport with our customers
Ability to employ appropriate listening and questioning techniques to identify our customers' needs.
Excellent problem solving skills, and a solution focused approach
Ability to stay calm and professional when in a challenging situation
Confidence to managing your own workload and adhering to set time frames.
Be able to demonstrate excellent attention to detail
Ability to proactively learn new information, systems or processes and quickly apply to differing customer situations
Comfortable working in a target-driven and fast-paced environment
Be resilient, tenacious and able to keep yourself motivated to achieve results.
Ability to overcome customer objections using persuading and negotiating skills
Ability to carry out basic numerical calculations (required for manual bill calculations)
Ability to use multiple systems (PC-literate)
The nice to have's:
Previous call centre experience in a customer service role.
Previous experience within the energy industry.
Previous experience within a highly regulated role.
Previous sales experience in a target driven environment.
In order to give a great experience for our customers we provide the best training, development and ongoing support for our Telesales Advisors and we'll be there to help you settle into the role and grow within Shell Energy. We'll give you your shift patterns 4 weeks in advance and offer hybrid working to continue your support and alongside this we offer you:
Employee recognition scheme
25 days holiday plus the 8 bank holidays (increases to 26 days after two years service)
BUPA Private Healthcare and Cash Plan
Pension Scheme
Exclusive Retail Discounts (from nearly 900 retailers)
Company maternity/adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees.
Two weeks full paternity pay
If this sounds like your perfect next step, what are you waiting for? Apply now and we'll be in touch.
For any further information, Please get in touch with Abbie Bennet, Resourcing Business Partner
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?
Salary ; £20,000 per annum with up to £3000 love to shop rewards
Location; Coventry Office with some home working.
Working hours; 37.5 hours per week / 20 hours per week
Start date; 31st January
Your part in our journey:
Our Inbound Retentions Team offer a high level of customer service and support to existing customers. With the knowledge of a range of departments you will be responsible for giving a wide vast of customers a positive and long lasting impression of Shell Energy.
The Inbound Retention Team guide our customers through the process of closing accounts, whilst hitting business customer retention targets through promoting our products and offering the best possible energy and broadband rates; encouraging them stay with Shell Energy for the foreseeable future.
They also deal with general service enquiries and go above and beyond to ensure the accounts they come into contact with are fully health checked and fixed.
Your part in the team:
Be an excellent brand ambassador for Shell Energy and go above and beyond for each customer you come into contact with, and offering consistently excellent customer service when answering inbound calls/email correspondence.
Actively listen to customers to understand their pressing concerns and ask open questions to fully understand their query.
Ensure customers understand the next steps involved in resolving their query, and if there are any issues that they understand how the problem has happened.
Empathise with our customers when they are frustrated, understand their point of view, and focus on putting things right.
Take ownership of meeting agreed expectations by managing tasks effectively and professionally.
Proactively contact customers to notify them of possible issues whilst ensuring a relevant fix is in place.
Promote our tariffs and products to new or existing customers.
Identify the features and benefits of particular tariffs or additional products that we provide that are relevant to individual customer needs, and explain these clearly to customers.
Confidently generate and secure sale leads following on from effective resolution of a service query, and support customers in finding them the best possible energy and broadband deal.
Provide solutions that meet the customer's needs in order to retain their custom.
Take responsibility for consistently meeting or exceeding personal or team quality, service and sales targets.
Follow set complaint and compliance procedures on every call to ensure that we are following strict regulations.
Ensure clear and accurate notes are kept on customer accounts.
What you'll need to help you make the best of the role:
Excellent communication skills - both verbal and written.
Have the ability to build strong rapport with our customers
Ability to employ appropriate listening and questioning techniques to identify our customers' needs.
Excellent problem solving skills, and a solution focused approach
Ability to stay calm and professional when in a challenging situation
Confidence to managing your own workload and adhering to set time frames.
Be able to demonstrate excellent attention to detail
Ability to proactively learn new information, systems or processes and quickly apply to differing customer situations
Comfortable working in a target-driven and fast-paced environment
Be resilient, tenacious and able to keep yourself motivated to achieve results.
Ability to overcome customer objections using persuading and negotiating skills
Ability to carry out basic numerical calculations (required for manual bill calculations)
Ability to use multiple systems (PC-literate)
The nice to have's:
Previous call centre experience in a customer service role.
Previous experience within the energy industry.
Previous experience within a highly regulated role.
Previous sales experience in a target driven environment.
In order to give a great experience for our customers we provide the best training, development and ongoing support for our Telesales Advisors and we'll be there to help you settle into the role and grow within Shell Energy. We'll give you your shift patterns 4 weeks in advance and offer hybrid working to continue your support and alongside this we offer you:
Employee recognition scheme
25 days holiday plus the 8 bank holidays (increases to 26 days after two years service)
BUPA Private Healthcare and Cash Plan
Pension Scheme
Exclusive Retail Discounts (from nearly 900 retailers)
Company maternity/adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees.
Two weeks full paternity pay
If this sounds like your perfect next step, what are you waiting for? Apply now and we'll be in touch.
For any further information, Please get in touch with Abbie Bennet, Resourcing Business Partner
About Shell Energy