Customer Service Operative

First Technical Recruitment
13 Mar 2018
11 Apr 2018
Contract Type
Full Time

Customer Services Operative



A Customer Service Operative with at a back ground in a call centre role is required to work on a staff basis in Worcester.


  • Call handling and resolution of all customer enquiries on a first-time basis, taking ownership for the completion of enquiries from initial contact to resolution, where appropriate.

  • To provide customers with timely and comprehensive feedback to their enquiries and actively manage the expectations of the customer.

  • To utilise the Company systems, including liaison with internal/external departments and with CSO's to achieve the effective resolution of all enquiries.

  • Effective diagnosis of symptoms relating to gas delivery systems and the provision of technical information to the customer to aid resolution.

  • To utilise knowledge and expertise to determine whether an engineer visit is required to resolve technical issues.

  • To understand and utilise the escalation procedure for service and safety issues.

  • To be aware of all Service Level Agreements and apply these correctly to the customer base as applicable.

  • The accurate and timely entry of data onto the Company systems relating to all daily Technical Support & MGS functions.

  • To undertake additional administrative duties, particularly in non-core hours, on tasks defined by the Technical Support & MGS management team.

  • To help achieve departmental KPI's/Objectives through the effective and timely management of core activities and administrative duties.

  • To provide flexible shift coverage for the Technical Support & MGS function, including support for holidays and absence as required.

  • To ensure that your actions or omissions do not create unacceptable safety and health risks to yourself or other persons. To report any shortcomings in the company's safety control measures.

  • To carry out any reasonable task as requested by the appropriate authority.

  • To complete all LSO requirements on a monthly basis.


  • A good standard of education

  • Empathetic nature

  • Proficient knowledge of PCs and office communication packages

  • Excellent listening, verbal and written communication skills.

  • Ability to learn, diagnose and relay technical information to a diverse customer base.