Customer Resolution Advisor

Shell Energy Retail Job Title: Customer Resolution Advisor Team: Customer Operations Office: Krakow
Our Journey:
At Shell Energy, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about. It all started in Poland back in 2017 when the first 15 pioneer employees were recruited. We have now grown to a centre of over 400 people. Our office is located near the main train station with great public transport access. We develop every day, and we are committed to be the most customer focused energy provider in the UK. Our colleagues are given dedicated training and coaching at the beginning and throughout their career with Shell Energy with regular opportunities to move within the business. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

Who you’ll work with:
We’re ambitious with a pace to match, and as part of one of the world’s largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy Retail, you’ll be able to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate. There are a lot of development options including mentoring programs and appreciation schemes that are already in place to enable candidates to flourish within the company.

Your part in the team:
Your role will be to provide our customers with a first class, friendly and professional service. Motivated by meeting and exceeding performance targets, a ‘right first time’ approach will help you to resolve various queries, assisting them with any issues relating to their account, such as billing and meter reading queries. Encouraging customers to talk through the options best suited to their needs, we aim to retain their custom by sharing our knowledge to reach an agreeable resolution on already escalated complaints. You will be expected to act as a personal case handler for a group of customers and make outbound calls to them, as well as write emails and formal letters. The role is aimed at providing excellent customer service in a dynamic contact centre environment. It will be crucial to use the negotiations skills and meet the customers expectations as well as not be afraid to correctly set them up or apologise and amend if it was incorrectly promised before. You would have to be able to look for disputes and improve the customers’ situation to make sure we avoid further escalation of the complaints to external parties.

What you’ll need to help you make the best of the role:
  • Show the ability to demonstrate complaint handling,
  • Strong customer service, negotiation and resolution skills,
  • Ability to interpret data to identify trends and root causes,
  • Demonstrates good organisation and time management skills,
  • Self-motivated and can work unsupervised,
  • Desire to take ownership of issues and 'go the extra mile',
  • To be proficient in letter writing and call handling.

The nice to haves:
  • Familiarity with UK Energy market,
  • Proven coaching experience / ability to coach and motivate,
  • Be an excellent team player

What’s in it for you:
  • Holidays as per the Polish allowance ( 20 or 26 days)
  • Company wide bonus scheme
  • Hybrid work with majority of working from home if you choose when on permanent contract
  • Modern, vibrant office in the city centre, near Galeria Krakowska close to the entrance to PKP station
  • Gaming and chill room in the office with designer coffee machines and milk of your choice
  • Vending machine and food delivery to the office by collaborating businesses
  • First in Poland FitWel healthy building certificate for the office space
  • Flexible working hours when on permanent contract

  • Access to our Wellbeing centre and champions
  • Charity events to support our charity partner, including a paid day off each year to volunteer
  • Medicover private healthcare
  • MyBenefit cafeteria platform when on permanent contract (with the possibility to use accumulated points for Multisport Card)
  • Fruit delivery to the office twice a week
  • Psychological counselling sessions arranged with a specialist due to current needs
  • EAP, Employee Assistance Programme, a world class support provider used by Shell globally

Development Opportunities
  • Onboarding and training happening on-site for the best support and help
  • Development Portal to access development materials and E-learning modules available
  • Yearly company Bonus based on the company's scorecard
  • Company mentoring programme available, strong focus on Personal Development Plans

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361. #1167047
Kliknij tutaj aby uzyskać dostęp do Polityki prywatności HAYS, która zawiera szczegółowe informacje na temat tego, w jaki sposób wykorzystujemy i chronimy twoje dane osobowe oraz Twoje prawa z tym związane.


Rodzaj pracy
Przemysł energetyczny i wydobywczy
Obszar specjalizacji
Obsługa Klienta
Nr ref.:

Skontaktuj się z konsultantem

Skontaktuj się Katarzyna Skorupska, Konsultant odpowiedzialny za tę rekrutację, znajduje się Kraków
Hays, al. Pokoju 5

Telefon: 123409460

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