What does the role of a Customer Sales Advisor entail?
"The role involves customer service and sales. We
deal with customers who may have many different enquiries
for us such as payment questions or moving home queries.
I need to have a friendly telephone manner and be able to
listen to the customers needs."
Do you need to have previous work experience to work
as a CSA?
"No, you don't need previous experience as you
get full training when you start with the company. The
training I was given helped me to increase my confidence
in the role. It was quite easy for me to pick up the
skills I needed and I had plenty of help from the training
team when I needed it! When I came out of training
my manager gave me lots of support and encouragement and
helped me get used to call centre life!"
What does it take to become a successful
advisor?
"You need to be approachable, friendly and polite to
begin with. You also need a good telephone manner and
be willing to have a real go at the sales! At the start
I found it difficult to get my head around the sales targets
but soon found it easier as time went by due some great sales
training and plenty of help from my manager. I also
found that asking your colleagues for help is really important
because then you realise you are all in the same boat! You
definitely need to be able to work as part of a team and
always help each other out if we have a problem to solve.
I am a good listener and this is important if you are in
the role. You need to listen to what the customer wants.
When a customer calls me I treat that person as I would want
to be treated myself. I've had my share of bad experiences
when contacting other call centres so I feel it's important
to put myself in the customers' shoes."
What is the most rewarding part of your
job?
"I really enjoy selling and hitting my targets! It's
rewarding to know the customer is happy and they understand
what I've done for them. We also get rewarded
with lots of benefits such as sales incentives where we can
win shopping vouchers and other things. Working right
in the middle of the city centre makes it far too tempting
to go and spend money on my lunch hour! I've
just joined the onsite gym which is free and can't
wait to start using the facilities and getting in shape!"
What are the biggest challenges that
you face in your job?
"I suppose the biggest challenge I face would be dealing
with change. I mean learning new processes and systems. Sometimes
we have new products to learn about as well. I need
to be able to adapt and take things on board quickly. I
enjoy these challenges as it keeps me on my toes and it makes
the job more varied and interesting."
You must have dealt with some interesting
customers; do any stand out in particular whom you can tell
us about?
"I remember once taking a call from an elderly lady
who had moved into a new property on her own. She was
quite frail and upset that there was no gas on at the house. I
helped her by telling her exactly where her gas meter was
and explained how to turn the supply on. I talked her
through it step by step and she was able to get the heating
on straight away. After setting up her account I made
sure she had no other problems and that she completely understood
what to do next. It was nice to hear the lady thank
me and to know I had gone that extra mile.
My manager listened to the call and gave me feedback on how well
I had dealt with the lady. I was really pleased!"
What new skills and knowledge have you learned since
working at British Gas?
"I've learned lots of computer skills and new
packages. I've also gained a great insight into
the services that British Gas provides. I've
been able to develop my telephone skills and also been on
lots of training courses. I've also gained an
NVQ while working for the company. Anyone can enrol
in the scheme and they offer lots of different ones. You
get time allocated to you and it's funded by work!"
Some people may be put off by having
to work to targets. Are your targets hard to achieve?
"No, my targets are achievable because I have had the
right training to hit them. I am constantly striving
for the higher targets as I get great benefits for pushing
myself! If I don't hit target then my team manager
is always on hand to provide me with coaching on how to get
to it!"
What benefits do you get working as
an advisor at British Gas?
"I get a great salary and lots of perks! There is a
free onsite gym and internet café as well as a restaurant. I
also have the opportunity to join the company share save
scheme and also gain extra qualifications while I work."
What advice would you give someone who
is considering applying for a job as an advisor?
"Go for it! If you have a good telephone manner
and can give excellent customer service then why not come
to work here? As I mentioned there are lots of perks
and benefits and it's a really friendly environment
to work!"
