Main Purpose of the role

We have an aspiration to maintain our customer base at 7.45M and then grow to 7.7M in 2024. This role for a Solver to confidently acquire new customers whilst retaining existing customers across different channels in fast paced environment using a variety of offers ranging from Energy tariffs to Service offerings. The role will include Inbound/Outbound Voice work and also includes the ability to sell and retain on Chat/Messaging platforms.

LOCATION: New Bridge House, 2 Leeds City Office Park, Leeds LS11 5BD

Salary; £25, 504 + Bonus and excelent benefits

Office based training for up to 8 weeks. Office attendance is essential within this time. When you're training is complete this is a Hybrid Working opportunity with a mixture of home and Office

Key Accountabilities of the role

• Successfully acquire new customers who are interested in joining British Gas for energy whilst maximising upsell/cross sell opportunities.
• Retain customers who are thinking of leaving or who have started the withdrawal process with bespoke offers that constantly change. This includes customers that are moving home.
• Be confident in completing Outbound Retention activity for customers are in the process of leaving.
• Being comfortable in offering different propositions depending on the customer need and prop availability.
• Be an advocate of all Products and Solutions linked to Energy 2.0 and promote these effectively to support growth and sustainability.
• Identify and understand customer needs to provide a consistently high-quality service and effectively promote British Gas products and services to enhance the customer experience.
• Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service driving positive Net Promoter Score.
• Deliver customer outcomes that meet British Gas values and our commitment to treating customers fairly.
• Resolve ongoing for issues for existing customers first time that will enhance retention success.

Required Knowledge, Skills & Experience

• Sales and Retention experience in knowing how to tailor conversations according to customer needs.
• Experience in promoting different offers and being comfortable in having growth targets.
• Excellent understanding of the current energy retail landscape including market positions, tariff options and pricing.

Key Competencies/Core Capabilities required to perform the role

• Setting the standard on sales demonstrated through skills i.e. positioning, negotiating, objection handling and closing sales.
• Best in class commercial knowledge, competitor knowledge and conversation ability, applying this knowledge with of sales conduct.
• Budget management helping manage tariff and proposition cost vs revenue.
• Ability to track and document reasons for joining/leaving
• Ability to move between offers depending on customer type and market conditions.
• Excellent communication skills and ability to clearly articulate offers and price comparisons.
• Empathy for customers who we may have let down or
• Passionate about British Gas as a brand and how we are contributing to Net Zero.
• Resilience when market conditions are challenging.

"As part of our external selection process to find the best people to join our team, when you apply for this role you will be asked to complete an online mandatory situational judgement exercise which you will receieve via an email link. This is to help us assess your suitability in terms of drive and capability for the demands of the role."