Customer Care Adviser

Multi-Channel Customer Support

• Respond to customer enquiries via phone, email, live chat, social media, and in person at our Murdoch House service desk.
• Handle inbound and outbound calls, providing accurate information and resolving queries for the three islands we serve.
• Maintain a consistent, professional tone across all communication channels.
• Log and track all interactions in the CRM system.

Issue Resolution and Service Delivery

• Investigate and resolve customer issues promptly and effectively.
• Escalate complex or unresolved issues to the appropriate teams.
• Follow up with customers to ensure satisfaction and closure.
• Process service requests such as account updates, cancellations, and product changes.

Administrative and Operational Support

• Maintain accurate customer records and documentation.
• Assist with reporting, data entry, and internal service initiatives.
• Contribute to team meetings and share feedback for continuous improvement.

Compliance and Quality Assurance

• Adhere to GDPR, internal data protection policies and gas safety protocols.
• Ensure all customer interactions meet quality and compliance standards.
• Participate in training and quality reviews to maintain service excellence.

Qualifications and Skills

• A genuine passion for helping people and delivering outstanding customer service.
• Excellent communication skillsverbal, written, and digital.
• Confident using digital platforms and adaptable to new technologies.
• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• High attention to detail and strong organisational skills.
• Comfortable working within a fast-paced environment
• Empathetic, patient, and professional approach to customer interactions.
• Previous experience in a multi-channel customer support or contact centre role is preferred, but not essentialfull training will be provided.
• Full-time preferred, however for the suitable candidate part time hours could be considered on a case by case basis.

Core Competencies

• Attention to detail
• Team player
• Excellent verbal and written communication
• Numerate
• Adaptable and resilient
• Highly organised