Call Handler - Reed Talent Solutions : Job Details

Reed Talent Solutions are working with Cadent Gas on the search for X3 Call Handlers.

We are looking for a keen and detail-oriented Call Handler to work within the Customer Connections team.

Who are Cadent Gas?

Cadent are excited to be part of the future of UK energy! Cadent have a clear roadmap that will drive performance to the forefront of the industry and support the UK government in achieving it's net zero targets by 2050.

Cadent are making a difference through innovation and new ways of working. Cadent are shaping a cleaner, greener future for their 11 million customers whom they put at the heart of everything they do.

Your Responsibilities:

• Receive and action incoming calls / emails from customers or potential customers dealing with any customers issues, complaints, and support queries.
• Log connections / disconnections / alterations requests onto Cadent systems in-line with current policies and procedures.
• Validate and provide a customer response including quotes in-line with current policies and procedures.
• Keep customers informed of their work progress and offer support and guidance through the process.
• Provide customers with a clear understanding of the service options Cadent provide.
• Guide customers through queries on company processes / systems / services.
• Review customer accounts, providing updates, as required.
• Take payments via several means, issue refunds in a timely manner and ensure the customers are aware of any variations to previous costs.
• Coordinate work with other areas of the business to ensure a positive customer experience.
• Undertake scheduling activities / validation and confirmation of plan dates, in line with guidelines, procedures and training.
• Assist in the delivery of training of new staff, may mentor or coach individuals to support their development.
• Actively demonstrate and promote the Cadent Values.
• Create operational work orders and other associated administrative tasks to support work delivery, as required.
• Contacting customers to schedule work and ensure they understand what is required
• Support revenue collection.
• Interrogate systems, as required to support work delivery.
• Supporting the administration of specific elements of work in line with legislative and regulatory requirements, including building relationships with external customer where required.
• Ensure and promote compliance with Cadent policies, standards and procedures with accountability for effective resolution of any non-compliances identified, including supporting any reviews and investigations as required.
• Identify gaps in process, provide recommendations and escalate where required.
• Identify failings in customer service, highlighting the failures providing possible solutions to promote a continuous improvement ethos for our customers.
• Familiar and knowledgeable about the products and services offered within the connection process, including any work which could be classified as sufficiently complex.
• General administration activities across the Connections Processes Standard / Non-Standard Connections, Third Party Connections).
• Ensure Guaranteed Standards of Performance (GSOP) are met.

Key Details:

• Job Title: Call Handler
• Start date: 18th August 2025
• Payrate: £15.26 per hour
• Contract type: 6 month assignment via Reed Talent Solutions
• Shift pattern: Monday to Friday, 8am - 6pm, 37 hour per week
• Location: Pilot Way Ansty Park, Coventry, CV7 9JU
• Full-time on-site. Hybrid working available after training has been completed and competency has been established.

If you are interested in this role, please submit an updated CV.