Contact Centre Advisor

Job Type:
Job Sector:
Customer Service
East Midlands
Castle Donington
£28,170 to £31,476 per month
Salary Description:
£28170 - £31476
Western Power Distribution
Job Ref:

Applications are invited for Contact Centre Advisers within the Priority Services Team based at Castle Donington.

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 received, in a professional and courteous manner.

The hours of work will cover the period from 8am - 7pm and will average 37 hours per week.  You should  be flexible to cover additional hours during emergency situations such as severe weather conditions and national emergencies.


Package description
24/7, 365 days a year, our Contact Centre team are here for our customers when they need to report a power cut or dangerous situation, to ask about a new supply or service alteration. 

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

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 Advisors, 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. You’ll benefit from both theoretical and practical training, all supported by your team and a dedicated buddy. 

It’s a great place to get a good working knowledge of our operations and an excellent starting point for your career pathway in Western Power Distribution.

Main responsibilitiesDuties will include:

Contacting our customers who are on our register outlining the services we provide

Carrying out admin tasks for the Priority Services Register Team

Assisting with inbound customer calls to provide advice and information to customers in order to resolve enquiries in relation to emergency and no supply calls.

Responding to customer enquiries, obtaining necessary information from customers and inputting accurately into relevant computer systems

Liaising with other departments within the Company in order to achieve the highest standards of customer service.

Providing support to other functions as required.
Ideal candidateSuccessful candidates will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively with empathy. This combined with the commitment to follow enquiries through to completion, and to take personal responsibility for meeting customers’ expectations.  

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

Contact Details:
Western Power Distribution
Tel: 0200 000 0000
Contact: Jo Mainstone

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