What's It Really Like To Be a Customer Service Advisor

Posted: 27th of November 2014 by Naomi Bourne

Name: Natalia Morris

Job Title: Welsh Customer Service Advisor

Where do you live?  Cardiff

How did you find out about the role with British Gas?

I was interested in looking for a more challenging job and was looking through the Indeed job searching website when I came across the advert for the position at British Gas and I was immediately attracted to it.

How closely did the job advert match the role you applied for?

The job advert was very specific and described exactly what the role entailed. The only thing that surprised me was how many different departments there were for each area of the business as I thought I would be able to deal with all enquiries.

Did you apply for any other jobs at the time you applied with British Gas?

I applied for a Marketing position and was offered the role, but I felt that British Gas would offer more opportunities for development and would be a more challenging job.

To help us with future recruitment, what type of person would make a good Customer Service Advisor or Inbound/Outbound Sales Advisor and where should we be looking for them?

The type of person who would make a good Customer Service advisor is someone who is happy, cheerful, has a passion for making sure customer’s receive the best customer service and someone who is calm and remains calm when faced with difficult situations.

Tell us about your job

I started in British Gas as a Customer Service Advisor on General Billing and was then transferred to the Smart Homes team as a Smart Advisor. After spending 3 months on Smart, I then secured a secondment on the Welsh team. As a Welsh advisor, I answer all queries from our Welsh speaking customers on the phone, via email or in the post. We are also responsible for translating all documents and letters from English to Welsh for our bilingual customers. 

What did you enjoy about training?

I enjoyed meeting my new team, the different types of training we did and how it was interactive and got us involved all the time. It was also interesting to learn all about the company and the exciting things it has to offer.

What are the best bits about your job?

I thoroughly enjoy speaking to people on the phone, especially our Welsh customers. I also enjoy the challenge of working on a fault on someone’s account as computers are something that I am interested in.  I’m ideal for the role as I have a passion for customer service and go out of my way to ensure customer’s are happy with the service they have received.

What’s the best thing about working for British Gas?

I have met a lot of great people whilst working at British Gas and have made some really good friends. There are many benefits to working for British Gas, such as discounts in food outlets in the local area, discounted events, trips away, discounted parking in the city centre and family events. The company also invests a lot of time into ensuring you are enjoying your job and there are constantly incentives and games going on where you compete against other teams to win prizes.

Do you think British Gas offer opportunities to people from a diverse background? 

I have met so many different people from a variety of backgrounds whilst working at British Gas and it has been extremely interesting to learn about the different cultures and religions. 

What advice would you give someone who wants to do your job?

Ensure you come across as a happy, enthusiastic person who would enjoy delivering great customer service. During the application process, be yourself and try and fit in as many examples for the scenarios as possible. Don’t be afraid when you first go through the training either, as it may seem like a lot to learn, but it soon becomes like second nature to you.

Do you have any funny stories or anecdotes relating to your job? 

I’ve also spoken to a Scottish customer in Welsh and continued to explain something regarding their account for 2 minutes before he stopped me. I was very embarrassed!

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