Job Details


Live Web Chat Customer Service Advisor

UK - East (East Anglia, East Midlands & Yorkshire)

Job Description


Live Web Chat -Customer Service Advisor - Full Time Permanent - Leeds -


Quality interactions lead to market leading experiences

We are Web Chat and our mission is to revolutionise the way we communicate with our customers We use our Web Chat platform to satisfy the ever evolving needs of our customers, adapting to a changing regulatory environment and embracing new technologies to succeed.

We’re proud to say that Web Chat is one of our fastest growing communication methods, rapidly becoming our customers’ channel of choice.

Web Chat is transforming the way people communicate with us. We are offering you the opportunity to be part of this by helping us make our customers lives easier in the Digital Age.

What can you expect from British Gas

  • Starting salary starting from £18,561 to £19,573 after successful probationary period, potential to earn up to 16% of annual salary in performance related pay
  • Fantastic flexible benefits including pension and share schemes and employee discounts that can be tailored to suit your lifestyle. Options include retail vouchers, gym memberships and healthcare plans
  • 23 days paid holiday, plus bank holidays
  • This is an excellent location with both public transport and shops nearby
  • Opportunities for career development either in our contact centres or throughout our wider business
  • This is a full time permanent role

Web Chat Agent - The Role

Coming into a busy contact centre can be challenging, and a bit of an eye opener, however we will ensure you receive comprehensive training on systems, products and chat techniques before you interact with our customers. Once you are established in your role, you will…

  • Identify and support customers with their enquiries via Live Web Chat
  • Provide world class customer service to both new and existing British Gas customers
  • Provide technical support to customers
  • Continual learning of British Gas products as they grow and change
  • Deliver to targets such as NPS, customer satisfaction, quality and growth
  • Identify and support vulnerable customers
  • Follow company processes and procedures to ensure the best outcome for our customers
  • Use a variety of systems to manage customer journey and experience
  • Effectively handle customer complaints with a view to resolve quickly in line with regulatory compliance
  • Demonstrate British Gas core values at all times

Web Chat Agent - The Individual

We need our people to have an awareness of the importance of quality conversations because each customer deserves the best possible experience. Meeting their needs in the right way will enable you to exceed your targets and earn a fantastic bonus. Our ideal team members will be…

  • Meticulous, with excellent reading/writing skills and an eye for detail
  • Confident in promoting our products and services to grow our business
  • Motivated to meet targets though delivering the best possible service.
  • Resilient, with the confidence to overcome challenges and learn from each new experience
  • Able to communicate clearly and calmly, letting your personality shine through
  • Flexible to meet customer and business demands
  • Passionate about working as part of a team
  • Ability to multi chat and navigate through multiple systems
  • Demonstrates a passion for customers
  • Brand ambassador
  • Learns & shares knowledge
  • Excellent typing & computer literacy skills
  • Takes pride in what they do
  • Confident and credible with the ability to articulate in a clear and concise manner
  • Ability to respond to change effectively retaining all information provided
  • Self motivated through delivering excellent customer service
  • Can work under pressure

Web Chat Agent - The Company

British Gas is a leading energy company - part of the Centrica group, and one of the Top 30 companies in the FTSE100. We focus entirely on energy and related services - activities which offer exciting opportunities across a wide range of career paths throughout the UK. We pride ourselves on being Extraordinary Together, so why not launch your career with the British Gas Team!

Further Information

This vacancy is open to all employees, contractors and temps working for Centrica who are not in their probationary period.

Please note that Centrica takes its responsibilities to redeployees seriously. Redeployees will therefore be considered before other applicants for this role. As a result, there may be a delay in response whilst our redeployee applications are being considered. Additionally, roles may be withdrawn if we identify a candidate in respect of whom we are legally obliged to offer a suitable role in priority over others. This might be because they are on shared parental leave, adoption leave, maternity leave, returning from military service, or because they are no longer able to carry out their former role due to a disability.