About Your Role:

As a Customer Resolution Agent in British Gas Residential Energy, you'll support and resolve customer enquiries and complaints, enhancing customer retention and loyalty while growing our business.

As part of a multiskilled team, you'll independently manage and resolve all contacts, ensuring one-stop resolution. You'll collaborate with specialists to solve tasks and enhance customer journeys. Empowered to take ownership, you'll make smart decisions and prioritise customer needs.

Important Details:

• Salary: £29,000 (37 hrs PW) + up to 16% annual bonus (paid quarterly).

• Department Hours: Monday to Friday, 8am-6pm

• Start Date: September 2025.

• Office Location: 40 Princes St, Edinburgh EH2 2BY

You'll begin with eight weeks of in-office training, Monday to Friday, in our Edinburgh office. Once you've successfully completed your probation, you'll have the flexibility to work from home, with just one day in the office every two weeks.

What we need from you:

• Customer Service Passion: Deliver exceptional service with energy and enthusiasm.

• Time Management: Handle diverse enquiries efficiently.

• Digital Savvy: Navigate multiple systems.

• Communication Skills: Clear, empathetic, and calm across various channels.

• Resilience: Thrive in a fast-paced, high-pressure environment.

• Problem-Solving: Provide first-time solutions and improve processes.

• Self-Development: Continuously improve skills with our support.