Business Customer Service Lead Agent

This review provides a professional overview of the Business Customer Service Lead Agent opportunity with PH Jones, aimed at assisting potential candidates in evaluating this role within their career trajectory.

PH Jones: Business Customer Service Lead Agent - A Comprehensive Opportunity

PH Jones, a distinguished brand within a larger energy conglomerate, is actively seeking an experienced Business Customer Service Lead Agent to join their dedicated team in Birmingham. This role offers a significant opportunity to contribute to a company that is not just an energy provider, but a force for positive change, revolutionising how we power our planet and fostering a greener, fairer future. The company's ethos, encapsulated by #MoreThanACareer, underscores a commitment to purpose, passion, and potential.

Advantages for Candidates:

• Purpose-Driven Work: Be part of an organisation that is actively transitioning away from fossil fuels and championing energy efficiency, particularly within the social housing sector. This role directly contributes to making communities more sustainable.
• Impactful Role: As a Lead Agent, you will play a crucial part in the administrative delivery of vital Service & Repair and Installation contracts. Your efforts will directly influence customer satisfaction and operational efficiency for social housing clients.
• Leadership Development: This position offers excellent opportunities for leadership growth. You will be responsible for coaching, motivating, and inspiring a team of Advisors, deputising for your manager, and driving best practice.
• Comprehensive Benefits Package: Beyond a competitive salary of £27,613 per annum, the company provides a robust benefits package including an Employee Energy Allowance, discounts on HIVE products, company-matched pension contributions, life assurance, healthcare plans, and access to wellbeing services.
• Structured Environment: Working Monday to Friday, this permanent role provides a predictable schedule within an established operational support team, reporting to a Customer Service Manager.
• Continuous Improvement Focus: The role encourages proactive identification of areas for improvement, development of strategies, and the continuous enhancement of systems and processes. This is an environment where your initiative to drive efficiency and customer satisfaction will be valued.
• Inclusivity and Support: PH Jones emphasizes a supportive culture that celebrates differences and prioritizes the wellbeing of its employees. Their commitment to the UK's best Carers Policy and flexible working options highlights a dedication to a healthy work-life balance.

Key Considerations for Aspiring Candidates:

• Leadership Experience is Essential: The job description clearly states the necessity of prior leadership experience within a corporate customer service setting. Candidates must be able to demonstrate their ability to guide, motivate, and develop a team.
• Administrative Prowess: A strong foundation in administrative work within an office environment is a prerequisite. The role involves a significant amount of data management, system updates, and reporting.
• Exceptional Communication Skills: Success in this role hinges on excellent interpersonal, oral, and written communication skills. You will be interacting with internal teams, external customers, and clients at all levels.
• Problem-Solving Aptitude: A self-motivated individual with a proactive, problem-solving approach will thrive here. You'll need to manage complaints, handle complex queries, and identify solutions to operational challenges.
• IT Proficiency: Competency with Microsoft Office Suite (Outlook, Word, Excel) and the ability to quickly learn new IT systems are crucial for effective daily operations and data management.
• Adaptability and Resilience: The ability to respond positively to changing workloads and priorities, and to work effectively under pressure, is vital in a dynamic operational environment.
• Diligence and Accuracy: A high degree of diligence is required to ensure accurate record-keeping, timely updates, and adherence to contractual obligations and service level agreements.
• Social Housing Familiarity (Desirable): While not essential, a working knowledge of the social housing environment and experience with audit, QA, or data analysis would be advantageous.

In summary, the Business Customer Service Lead Agent role at PH Jones presents a compelling career advancement opportunity for experienced customer service professionals. It offers the chance to contribute to a meaningful mission, develop leadership skills, and be part of a supportive and forward-thinking organisation. Candidates who possess strong leadership qualities, excellent administrative and communication skills, and a passion for customer excellence, particularly within a sustainability-focused context, are encouraged to explore this exciting prospect.