Job Introduction

Customer Experience Advisor

Head Office Based | Staveley, Chesterfield | Competitive Salary + Benefits

Put Customers First, Build Real Relationships, Represent Our Brand

AvantiGas is looking for a customer-focused Customer Experience Advisor to join our team in Staveley. You will be the main point of contact for our domestic and commercial customers, resolving their enquiries and complaints, supporting our deliveries, and helping us keep and grow our customer base.

We are looking for someone who can build rapport with customers and internal stakeholders alike, stay calm and professional under pressure, and take pride in resolving queries thoroughly and to a high standard.

What You Will Be Doing

• Act as a first point of contact for customers, key accounts and our drivers, by phone and email, aiming to resolve queries first time.
• Investigate and resolve customer queries and informal complaints in line with our procedures and service standards.
• Work closely with teams across the business, from Operations and Logistics to Billing and Credit Control, to resolve issues quickly.
• Manage delivery changes and unsuccessful deliveries with our planners and drivers, and support seasonal demand planning.
• Provide out-of-hours support on a weekend rota, including for vulnerable, commercial and livestock customers.
• Build and maintain a strong knowledge of AvantiGas and the LPG industry.
• Take payments securely and keep customer records accurate and up to date.
• Complete daily reports and share insight on trends and recurring issues to help improve how we work.
• Build relationships that keep customers with us, and spot growth opportunities through outbound calls, campaigns and events.

Key Facts

• Reporting to the Head of Customer Experience, working as part of a team of Customer Experience Advisors.
• Monday to Friday, 8.45am to 5.00pm, with a 45-minute lunch break.
• Weekend on-call duties (Saturday and Sunday, 8am to 4pm) on a rota basis.

What We Are Looking For

Functional:

• Experience in a customer service or B2B account management role.
• A proven ability to succeed in high-volume environments, with good commercial awareness.
• A grade C/4 in GCSE Maths and English (or equivalent).
• Strong computer literacy, including MS Office, and confidence working with data, reports and forecasts.

Personal:

• Excellent communication skills, both written and verbal.
• Ability to develop rapport with customers and internal stakeholders.
• Confident managing conflict and challenging situations.
• A team-focused approach to work.
• Strong organisational and multi-tasking skills.
• Confidence working under pressure.

The Rewards

• Discretionary annual bonus of up to 12%
• 25 days annual leave plus bank holidays (increasing with length of service)
• Enhanced pension contribution

About AvantiGas

Part of UGI International, AvantiGas is a leading UK LPG distributor committed to delivering safe and efficient energy solutions. We supply homes and businesses across the country, and we're continuing to invest in our people, processes and technology as we grow.

Ready to Apply?

If you are a customer-focused professional who thrives in a fast-paced environment and wants to play a key role in delivering an excellent experience for our customers, we would love to hear from you.