Customer Service - Sales & Retention to Sales Advisor
Sales and Retention Advisor
At Npower, our customers are our most important stakeholders. We’re looking for dedicated and professional customer services experts, who will ensure our customers are receiving the best level of service possible when dealing with us.
What to expect
In your new role as a Sales and Retention Advisor, you’ll be supporting internal and external customers across a wide range of processes. Focusing on customer enquiries, you’ll respond promptly to our customers’ needs, providing solutions and preventing escalation of problems. You’ll develop and maintain relationships with customers, informing them of progress and managing expectations.
You’ll be recording and inputting data into our systems, ensuring that tasks, problems, complaints and customer profiles are accurate and up-to-date. You’ll also be identifying areas for improvement, and working to KPIs that are designed to ensure our customers’ experiences are second to none.
A big part of your role will be to sell our products and retain customers who may be considered switching energy provider. Working as part of a team, you’ll be driving product promotion activity and working to targets for the cross-selling and up-selling of products and services.
As you’ll be dealing with lots of our customers with different enquiries on a daily basis, you’ll need to be a resilient and assertive customer services champion, developing relationships and building rapport with people from all walks of life over the phone. You’ll be used to empathising and informing, taking customers’ problems and looking for a win / win solution.
You’ll be an exceptional communicator with good IT skills, with a focus on working to company procedures and targets at all times. Full training will be provided, but previous experience in a customer services or telesales role is highly beneficial.
You’ll join us as a Customer Service Advisor on a competitive salary between £16,900 and £17,618 depending on skills and experience, including an unsociable hours allowance of £1,428 where applicable. Your working hours will be 12:00 to 20:00 from Monday to Friday, with an additional shift on one out of every three Saturdays. This additional shift is reimbursed with a day off in lieu during the week. You’ll also have full access to Npower’s excellent range of employee benefits, including many discounts and perks.