Temporary Contact Centre Advisors - Cardiff, United Kingdom - Western Power Distribution

Western Power Distribution
Western Power Distribution
Verified Company
Cardiff, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description
Job Introduction

Applications are invited for part time temporary Contact Centre Advisers (shift) within the Contact Centre based at Lamby Way, Cardiff for a period of up to 12 months.


As one of our Contact Centre Advisers, you will play a key role in representing the Company positively at all times by responding to all telephone calls in a professional, courteous and empathetic manner.


The hours of work for one of the roles will be a fixed two week rota, with an average hours worked over the two weeks of 22.6 hours per week.

This is made up of the following shift pattern:

Week one - Monday and Tuesday 08:00 - 14:00, Friday 16:00 23:00 and Sunday 09:00 - 17:00

Week two - Monday and Tuesday 08:00 - 14:00 and Sunday 09:00 - 17:00


The other role is 22.2 fixed hours per week, working Monday and Tuesday 16:00 - 24:00 and Sunday 12:00 - 20:00.

You must also have some flexibility and respond during emergency situations such as severe weather conditions and national emergencies.


If you are offered a position, you will be required to successfully complete a basic DBS check that shows any unspent convictions or conditional cautions.


Our hiring managers will have no access to your name, age, gender or other diversity information until after shortlisting has taken place.

This detail will become visible before interview to allow managers to prepare.

Main Responsibilities

  • Providing advice and information to customers in order to resolve enquiries in relation to emergency, no supply and general enquiries calls both inbound and outbound calls.
  • Responding to customer enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems (e.g. PowerOn, CROWN, ETC).
  • Liaison with other departments within the Company in order to achieve the highest standards of customer service.
  • Providing support to other Distribution functions as required.
  • Other duties as appropriate to the grade in order to meet business requirements.


In addition, you must be a good team player, with the ability to work accurately under pressure and to meet set targets.

About The Company

If this is your opportunity to join us, you'll find we offer a supportive, rewarding and friendly working environment where you'll be empowered to build a career.

Along the way, you'll be invested in, be enabled by the latest technology and find that we're always interested in evolving our systems and processes so that we get even better, every day.


You will receive a generous annual leave entitlement on joining, starting at 26 days rising to 28 days following 10 years' service, plus 8 bank holidays.

In addition, you will be able to access support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services.


Additional Application Information
About Us

24/7, 365 days a year, our Contact Centre team are here for our customers whether they are calling us to report a power cut or dangerous situation, to ask about a new supply or service alteration or when we are calling them to give updates during a power cut.

The team here also manages our Priority Services register, which lists our most vulnerable customers.

If you are someone to whom showing genuine empathy, patience and understanding comes naturally you would be a great fit for our team.


Whether customers call or send us a message via social media, we work together to ensure they enjoy the best possible experience.

And that's because we're dedicated to ensuring they get the best customer service possible, while also maintaining our industry leading reputation.

Most of the team here are made up of Contact Centre Advisers, but everyone gets to enjoy an innovative working environment and benefit from training that is second to none.


Training is designed to help you to get to know our business, taking you from knowledge of functions, faults and emergencies, to learning about our systems and the industry as a whole benefiting from both theoretical and practical training.

We are an equal opportunities employer. Our desire is to bring in more employees from diverse backgrounds to build further on our inclusive culture.

We value and celebrate individual difference and we believe that an inclusive culture will help the business grow as a positive, strong and innovative company.

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