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Customer Service Agent

Employer:
Future Group
Location:
Imperial House, NP10 8UH, United Kingdom.
Pay:
Apprenticeship rates
Hours of work:
31-40 hours per week
Level:
Foundation Apprenticeship (Level 2)
Possible start date:
06 September 2021
Closing date:
30 September 2021
Positions available:
3
Vacancy ID:
1784

richard.hughes@futurenet.com


About the apprenticeship

Duties

Working in customer service is an opportunity to live and breathe the customers’ needs and ensure an amazing experience for them. You’ll have a really important role within the business and will be able to influence how we do things and the service that our customers receive; who better to make these suggestions than you as the person who speaks day in day out to our customers?

When you join us, you’ll build your knowledge on our products and services through our comprehensive training in order to help our customers with any problems they’re having and you will have the support of the wider customer service, complaints and quality assurance teams.

We’re one team where everyone’s ideas matter, if we spot a problem, we solve it. It’s this culture that makes things better for our customers.

As a Customer Service Agent you will ensure that we are able to keep our customers on the best energy deals year in year out and remove the hassle in switching providers. Typically you’ll speak to customers over the phone, chat and email, managing and solving general queries for our customers - your passion for delivering excellent customer service will shine through the interactions you have.

Further duties will include:
● Updating the systems and tools we have with the customer information and latest contact information.
● Understanding and resolving failed switches for customers.
● Collaborating with the complaints team to escalate unusual or complex customer cases.

Additional information

We’re Future, we are a company of over 2500 colleagues, dotted across the globe! We have offices in South Wales, Bath, London, US and Australia! Our business is ultimately a global platform for intent-led specialist media, which is underpinned by technology and enabled by data.

So where does customer service come into this?

We have a total of 246 brands within the Future family, which includes GoCompare and Look After My Bills which are both brands that offer services directly to customers. We engage with our customers for these brands to resolve queries and answer questions. Your role will primarily be to support our customers from Look After My Bills which is a market-leading automated savings service which switches customers onto the cheapest energy deal each year; you may be familiar with us from Dragon’s Den!

Customers typically contact us with questions about their current energy provider or energy tariff, or a question to do with their autoswitch which happens on a yearly basis - but don’t worry too much about that for now as our dedicated training team will teach you everything you need to know across our 4 week training schedule.

Requirements

Skills

We can teach you everything you need to know!

Most of your time will be spent talking to our customers over the phone so you will need to be comfortable with building rapport and managing conversations with people, also a lot of what you do will be based around working from a computer so you’ll need good IT literacy and be familiar with the basics of emails, word processing and updating documents. Other skills which will be useful are problem solving skills and adaptability to be able to cater to different customers needs.

Qualifications

No minimum requirements.

Language

Welsh Spoken Skills:
No
Welsh Written Skills:
No

Course details

Qualification:
Customer Service Level 2

About the employer

Future Group Imperial House

Newport
NP10 8UH

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

The successful candidate will be notified of interview as appropriate.

How to apply

Email the address below to apply for this vacancy

richard.hughes@futurenet.com