Customer Service Advisor- Vulnerable Customers

Do you want to join a fast growing, always improving and all-round vibrant business?

Do you want to work from the comfort of your own home, with us providing the equipment?

Are you looking for a Monday to Friday role, with shifts that finish no later than 5.30pm?

If so – we have the perfect opportunity for you!

Salary - £20,211 rising to £20,670 after 3 months’ probation

Hours – Monday to Friday across two shifts: 8.30am to 5.00pm and 9am to 5.30pm

We are looking for passionate and energetic Customer Service Advisors. Those who join the team will work on our Energy Clients’ Domestic Credit and Domestic Debt line of business – You’ll be taking calls from vulnerable customers with a range of queries around their utility usage.

We provide the training, the equipment and the tools – we just need you to apply, and we’ll take it from there!

You will ideally have worked in any of the areas below:

• Customer Service (Call Centre)
• Energy
• Financial Services
• Utilities Gas/Electric
• BPO (Business Process Outsourcing)

To work at home, you need:

• High speed internet. Don’t worry if you’re not sure how to check this, we can talk you through it as part of your application process.
• To be able to connect to your internet (preferably ethernet/wired connection) to access our systems.
• A smartphone on a UK network to download an app to give you dual security when logging into your work laptop (you don’t need to use your own mins/text/data) to complete a 2-factor authentication login via an app (free to download)
• Remote work can be conducted from a UK location only.

Day to day duties:

The current Gas and Electric market is challenging at the moment with the 2022 price cap announcements, it has meant that bills have increased and many households are struggling.

We are looking for confident communicators that can advise, signpost and empower customers to manage and understand their own usage, proactively reducing this and ensuring that their bills remain affordable.

Duties could include, but not limited to:

• Billing queries (Taking meter reads, explaining bills to customers)
• Supporting customers who cannot afford to top up on their prepayment meter, discussing credit advances and agreeing debt recovery rates
• Successfully addressing customer energy consumption concerns, explaining consumption and energy efficiency measures that can help customers lower their bills
• Resolving complaints at first contact where possible, relating to billing errors, failed metering appointments etc
• Discussing customer vulnerability, priority service register and providing appropriate solutions/sign posting
• Gaining customer agreement for Smart meter installation and working to targets associated with this
• Identifying interest for added value aspects e.g., converting single fuel customers for dual fuel and promoting additional services such as boiler cover.

Experience

• Customer Service experience within a contact centre is super important
• Non-critical, but advantageous experience is:

• Gas and Electric sector
• Smart meters

You are:

• A confident verbal communicator and can adapt your communication approach to meet different customer needs
• Resilient, pragmatic and enjoy an environment of high expectation, high reward and being challenged!
• Motivated either by achieving targets/bonus or by delivering great experiences and being rewarded via recognition/feedback
• Someone who thrives in a WFH environment, confident to reach out when needed for support and build relationships with team mates remotely
• Someone who flourishes taking ownership and has a passion for decision making and problem solving

About Sigma, part of the Digicall Group

Our business revolves around Business Process Outsourcing – we help run business’s more effectively and efficiently by taking responsibility for various processes.

At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.

Sigma is part of the Digicall Group which is a preferred service partner providing a range services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management and tailor-made bespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.

Diversity and Inclusion

Sigma Financial Group is committed to promoting a diverse and inclusive workplace.

We have a range of inclusive employment policies, employee engagement forums, an employee continuous improvement project, wellbeing facilities, mental health first aiders and an employee assistance programme to support all our people irrespective of background.

We are proud to be a disability confident committed employer and a member of the mental health charter.

Our aspiration is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel valued and able to give their best.

Mission Statement:

Our mission is…To improve everything Always! We’ll do this by living our values…

Core Values:

Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviours and what our brand stands for.

#Always Learning – because the more we learn the more we achieve

#Always Adapting – because flexibility creates opportunity

#Always Together – because we are part of our community, not apart from our community

#Always Better – because we do more