Call Centre Agent

Job ID
Position Type
Permanent Full-Time
GBP £9.50/Hr.
GBP £9.50/Hr.
Targeted Job Start Date

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Location: In Office, Liverpool. 


Job Title: Call Centre Agent

Shifts: Fixed Shifts - For a better work life balance!

Salary: £9.50 per hour + Bonus

The Role

Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future. As an Inbound Call Centre Agent, you are the first point of contact for our client’s Direct Debit customers. Your role would be to answer a high volume of calls and aim to resolve all inbound queries at first point of contact, ensuring that you have provided the customer with a high standard of service on all aspects of the call.


  • Assist customers via telephone to increase customer satisfaction.  This involves delivering the highest quality of customer service to enhance the customer experience and aiming to resolve customer issues at first point of contact. 
  • Managing a high volume of inbound calls handling complex issues, complaints and objections whilst navigating multiple PC systems
  • Accurately update the CRM system and document all action taken to achieve seamless communication between colleagues in the department.
  • Ability to gather data logically while paying attention to detail. A methodical, diligent and robust approach displayed to ensure that all data is gathered
  • Ensure negative posts are always handled in line with departmental processes adhering to Ofgem regulations.  
  • You must be capable of achieving KPI targets having the ability to work well under pressure, resolving customer issues within time constraints as well as promoting other products and services to all customers

What we offer

  • 28 days holiday which increases with tenure
  • Kura Kudos; shopping & dining discounts for hundreds of brands
  • Loyalty awards including extra holidays and bonus
  • Discounted Gym Memberships
  • Daily, Weekly & Monthly Incentives; e.g vouchers and prizes
  • Tenure benefits including maternity & paternity pay
  • Refer a friend scheme. Want to earn an extra £500 in your salary? Simply refer a friend!
  • Progression & Development opportunities

What we are looking for

  • You deal effectively with setbacks and enjoy overcoming difficult challenges
  • You demonstrate a deep and genuine concern for the well-being and welfare of others
  • You are aware of your emotional ‘triggers’ and how to control these during challenging calls to ensure you remain calm and productive
  • You maintain a strong sense of focus on results, driving tasks and projects to completion
  • You draw on a wide range of people and resources in the pursuit of self-development and learning
  • You pay attention to detail in order to produce high quality output, no matter what the pressure
  • You take independent action to make things happen and achieve goals


*All Employees are subject to drug and alcohol testing*





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