Customer Service Advisor (Retentions Team)

Customer Service Advisor – Retentions Team

Ref: PG220722

Working Pattern: Permanent / Full-time / 37.5 hours per week on a fixed shift between 8:00am – 8:00pm Monday – Saturday

Salary: £18,583.50 per annum

Lowri Beck are looking for Customer Service Advisors to join our 'Rodney House' contact centre based in Wigan town centre on a hybrid working basis. Working within our retentions team, you will help to manage, retain, and rearrange metering appointments, while ensuring that customer satisfaction is balanced with supporting the needs of the business.


These roles are perfect for someone who is looking for a new role and, in the future, may see themselves progressing within the business, as progression & promotion from within is actively encouraged throughout Lowri Beck.


Key accountabilities

  • To handle incoming and outgoing calls with suppliers and/or their customers regarding booking or rearranging smart meter appointments. Making every attempt to retain the customer’s appointment in the diary

  • Managing customer appointments including liaising with internal departments to come to a suitable resolution to benefit both the business and customer

  • Build effective working relationships with the Scheduling Department and other areas of the business where required

  • To accurately update our internal systems

  • Assist the department team leader, including some administrative reporting tasks using Microsoft Excel

  • Ensure excellent customer service is provided across all forms of communication

  • Manage supplier escalations and complaints to resolution

  • Build positive working relationships with members of your own team, working together to achieve business strategies and goals

  • Promote safety culture within Lowri Beck and ensure compliance with the requirements of the Health and Safety at Work Act and Meter Operators Code of Practice Agreement.

  • You may be asked to assist in other departments based on the need of the contact centre


What we are looking for

  • Good level of general education (minimum GCSE level including English & Maths or equivalent).

  • Excellent telephone manner.

  • Experience working in a fast-paced environment, with previous customer service experience (ideally telephone based or customer facing) is advantageous.

  • Computer literate with the ability to operate Microsoft Office.

  • Excellent communication and interpersonal skills, with the ability to work as part of a team and using own initiative.

  • Good organisational and administrational skills.


To apply, click here to visit the Lowri Beck Careers Website and apply online.


We will use the information you provide to us to assess your suitability for the role you have applied for. If you are successful, we will carry out a global sanctions, politically exposed persons and an adverse media check against your name and a right to work in the UK check. We may need to carry out some additional background checks in some circumstances such as CRB check in England and Wales and a Disclosure Scotland check in Scotland. These checks are necessary to meet legal obligations.


Please note this role is being handled by our internal recruitment team and no agency support is required at this time