Contact Centre Advisor (Inbound)


Closing date

01.10.2019

Reference

REQ002905

Department

Pelican Business Services

Location

Nailsea

Salary

Up to £21,496 plus £443 role specific allowance (pro-rata)

Category

Permanent

Package

Contributory pension scheme, performance related bonus, 25 days' holiday (increasing with length of service), 37 hour week on a rolling shift pattern, free local parking and an on-line employee discount and cashback scheme to many major retailers.

Job Description

The Company
Employing 350 people, we are based just south of Bristol and easily accessible from the M5. We receive nearly one million calls, emails and live chats a year from customers of Bristol Water and Wessex Water looking for our support in moving home, changing personal details or querying their bills. They may also need help applying for our range of schemes that are in place to support our more vulnerable customers.

We are well known for our award-winning customer service and in 2018 we were ranked 20th in the Sunday Times Best 100 Companies to Work for in the UK!

The role
Our inbound contact centre is the heart of our business and the first point of contact for many of our customers, so we pride ourselves on delivering a first-class experience. The department is an exhilarating, lively and fast paced environment where you will be answering an average of 50-60 calls per day, from customers to help them with their queries.

Our full-time roles can be 37 or 40 hours - it's your choice. You will be working a rolling shift pattern between our opening hours of 8am and 8pm Monday to Friday 8am to 2pm on Saturdays (no bank holiday working here!). We're a family friendly business and we look to support flexible working options - so there will always be someone available to swap shift so you can make that all important sports day or parents evening! We are also able to offer part time positions, so if you can work more than 20 hours a week, we'd love to hear from you.

The ideal candidate
It is essential that you have proven experience of working in a customer services role (either telephone based or face to face), love talking to people and are passionate about helping them.
You will have confident, energetic and professional communication skills, be friendly and have a natural finesse for building rapport. You will also be a reliable and committed champion of customer experience and have a positive, 'can do' attitude. It's also important that you can demonstrate that you show common sense and resilience, have great attention to detail and take pride in your work.

If you are ambitious, loyal and enjoy a challenge we offer lots of opportunities to progress within the contact centre. Many of our team members have become multi-skilled experts which has allowed them to develop long standing careers with Pelican and our parent companies (based locally).

Why work for us?
Pelican is truly a great place to work. We are passionate about our business and look after our people. We have won awards for 'Customer Centric Culture', 'Best Place to Work' and 'Employee Engagement' and we take pride that both our customers and people are at the heart of everything we do.

All our customer service team members receive a comprehensive training experience, starting with our Customer Service Academy. This has been carefully designed to bring out your best skills and ensure you are at the top of your game when helping our customers. Our suite of in-house courses combined with our supportive coaching culture will help you to supplement your new-found skills, whilst your personal 'buddy' will show you round and help you settle in to your new team.

We also take your happiness and general wellbeing seriously and have an on-site health and wellbeing committee where you will have access to a range of different initiatives.
We're firm believers in recognising our people for a job well done, both formally through our employee recognition schemes and informally with our company wide social events - a great opportunity to celebrate our successes. We also hold regular charity fundraising days and each team member receives a 'community day' each year to support a project of their choice.

Benefits
In addition to standard company benefits (and our outstanding culture) we offer an annual bonus scheme, great flexible and family friendly working options and an annually reviewed, market leading salary with enhanced maternity and paternity pay. In addition, you will benefit from being able to work set, regular shifts and (unlike most other companies) you'll be able to park locally for free! We're also partnered with 'Rewards 4 U' so you'll have access to a great range of online offers and discounts with high street retailers such as Argos and Amazon, whilst making savings on things like phone contracts and cinema tickets!

Current vacancies

Meter Reader - Poole
Permanent
We are looking for a new meter reader to join our hard working and friendly team. Many of our applicants have no Meter Reading experience so don't let that stop you applying as full training will be provided by our expert team. Our meter reading team at Pelican obtains and verifies water meter readings for Bristol Water and Wessex Water. Joining this team you will take meter readings, working Monday to Friday principally in and around the Poole area, so the successful candidate will need to be local. The ideal candidate would be based in BH17, BH18 or BH21.
Project Manager
Fixed term
The Project Management Office (PMO) is made up of a team of Project Managers, Change and Business Analysts who work together to ensure the smooth management and implementation of changes required by the business in order to support the delivery of award-winning service. We are looking to recruit a Project Manager to help fulfil the ever-changing landscape of our business and industry.