Contact Centre Advisor

£23,084.00pa plus excellent benefits package
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Why choose us? 

Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050. 


What's in it for you? 

  • 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell) 

  • Hybrid working options. 

  • Enhanced Maternity leave. Paternity and Adoption leave. 

  • 24/7 free and confidential employee assistance service. 

  • Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP. 

  • Access to our Share Incentive Plan which allows you to become a shareholder in a tax-efficient way and benefit from the success of the company 

  • Life Insurance (4 x annual salary) 

  • Pension matching scheme (up to 5% of salary) 

  • Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support. 


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What's the role?

Our Contact Centre Advisors play a crucial role in supporting our clients through engaging, quality conversations with customers through a combination of outbound/inbound calls and digital conversations in order to secure a booking for meter exchanges. The role operates in a fast-paced environment where change is embraced, and we work together to achieve our objectives and associated targets while living our company vision and values.

Working pattern: Hybrid working between 8am -4.30pm Monday to Friday.


Key Responsibilities: 

  • Working on a blended outbound dialler to contact customers to have quality conversations and effectively handling any customer objections, in order to secure meter exchange bookings.
  • Taking inbound calls in order to answer queries from our customers and secure additional bookings.
  • Using our company systems and defined scripts to remain compliant in all conversations with our customers.
  • To understand all specific customer requirements which will enable the secured booking to fully complete.
  • Where a booking has not been able to go ahead, effectively re-engage with our customer to secure a new booking which will fully complete.
  • Understand and deliver against required targets for the Contact Centre delivering a Great Customer Experience.
  • Adhere to all company policy, process and procedures to ensure consistency for our customers, colleagues and the company.
  • Positively engage in coaching with your Team Leader to review performance, customer experience, booking outcomes and your personal contribution to company objectives and targets.
  • Work collaboratively with colleagues across the Contact Centre and the wider teams to maintain strong relationships and share best practise.
  • Have a solution focused approach to our ways of working and seek to identify continuous improvement opportunities.
  • Demonstrate positive contribution to deliver our company Vision and Values.


To be considered for this role, we would love you to have:

  • Experience working in a fast-paced, customer focused environment.
  • Experience working in a contact centre, either outbound or inbound would be advantageous,although is not essential.
  • Computer literacy is essential - Efficient, engaging, concise and clear communication skills both verbally and in writing.
  • Ability to work as part of a high performing team.
  • Ability to work well under pressure delivering against objectives and targets set.
  • Have a natural ability to react to and resolve issues through a solution-based approach.



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