Customer Care & Sales Executive

At Certas Energy we’re keen to take a lead in the industry. We have a culture of strong safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing (compliance) Initiative. Health and safety is paramount to our business ethos – it is fundamental to good business performance, and integral to long-term business success.
Customer Service Advisor – National Accounts
Location: Warrington
Salary: Competitive
Contract: Permanent
Department: National Accounts
We’re looking for a Customer Service Advisor – National Accounts to join our team and play a key role in delivering an outstanding customer experience while maximising commercial opportunities.
This is a varied and fast-paced role where you’ll be responsible for supporting our national account customers, processing orders, resolving queries, identifying customer needs and proactively creating opportunities to up-sell and cross-sell products and services .
You’ll combine excellent customer service with strong commercial awareness, helping to retain existing customers, win new business and maximise the value of every customer interaction.
What You’ll Be Doing
Customer Service & Account Management

• Provide a professional, responsive and customer-focused service at all times.
• Take and accurately process customer orders, ensuring all relevant information is recorded correctly.
• Respond to customer enquiries relating to product availability, pricing, deliveries, order status and technical information.
• Handle customer complaints professionally, ensuring they are recorded and escalated appropriately.
• Identify customer needs and recommend relevant products and services.
• Maintain accurate customer information, including contact details and account information.
• Support new and lapsed customer account applications, ensuring information is complete and accurate.
• Handle customer financial information in line with company procedures.

Sales & Commercial Performance

• Maximise the margin generated from every customer opportunity.
• Ensure customer sales calls are effectively closed and opportunities converted into sales.
• Identify and maximise opportunities to up-sell and cross-sell relevant products and services.
• Make proactive outbound calls to existing customers to identify additional sales opportunities.
• Communicate pricing information accurately and effectively.
• Understand team and departmental targets and contribute towards achieving business objectives.
• Monitor and maintain performance against agreed KPIs.

Operational Excellence

• Use company IT systems effectively and in line with relevant policies and procedures.
• Accurately record customer and order information on CODAS.
• Follow agreed processes and call-handling guidelines.
• Ensure customer enquiries and requests are logged and followed through to resolution.
• Flag high-level or urgent complaints immediately to the appropriate team.
• Work collaboratively with colleagues to ensure customers receive a seamless service.
• .

What We’re Looking For
We’re looking for someone who combines excellent customer service skills with a strong commercial mindset .
You’ll Ideally Have

• Excellent communication and interpersonal skills.
• Strong customer service experience.
• Commercial awareness and an understanding of sales opportunities.
• Strong influencing and negotiation skills.
• A target-driven and results-focused approach.
• Excellent attention to detail.
• Good organisation and time-management skills.
• The ability to prioritise and manage multiple tasks effectively.
• A proactive, solution-focused approach to customer queries and problems.
• Confidence identifying opportunities to cross-sell and up-sell.
• Strong IT skills and the ability to learn and use business systems effectively.
• The ability to work well as part of a team.
• Honesty, openness and a positive attitude.
• GCSEs (or equivalent) in Maths and English.

Previous experience in customer service, sales, account management or a similar commercial environment would be advantageous.
Warrington/Customer service/ Account manager
Doing right by everyone
People matter at Certas Energy. We’re an equal opportunities employer and we welcome applications from all regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. We’re committed to doing right by our people, so we all feel engaged, motivated and proud to work for Certas Energy.

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