Business Customer Relations Agent - Leicester

As a Business Customer Relations Agent , you will be the first point of contact for our business customers, taking full ownership of enquiries and complaints from initial contact through to resolution.

You will handle inbound calls and digital chats, resolving complex account, billing, and technical issues while minimising disruption to customers' day‑to‑day operations. Using strong problem‑solving and communication skills, you'll ensure complaints are resolved efficiently, professionally, and to a high standard.

By delivering a consistently high‑quality service, you will build trusted customer relationships and drive positive outcomes for both our customers and the business.

Salary - £30,044 + quarterly bonus of up to 16% of salary
Contract - Permanent
Location - British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ

Working Style - Up to 8 weeks office‑based training (4 weeks formal training followed by 4 weeks supported consolidation), with hybrid working opportunities post‑training (typically 2 days per month in the office)

Operating Hours - Monday to Friday (8am - 6pm)

What You'll Do

• Manage a blended workstream of inbound calls and digital chats from business customers, delivering a professional and efficient service

• Resolve complex customer issues at first point of contact wherever possible, taking full ownership through to resolution

• Communicate clearly, confidently, and empathetically across both verbal and written interactions

• Proactively identify opportunities for business growth and promote identified lead opportunities where appropriate

• Consistently meet performance targets, including customer, growth, and contact centre productivity and efficiency objectives, while ensuring customers do not need to contact us again

• Promote Online Account Management, Direct Debit, and relevant products and services to support customer self‑service and retention

• Maintain accurate customer records, ensuring accounts are regularly health‑checked and updated

• Adhere to quality standards, regulatory requirements, and data protection policies at all times

What You'll Bring

• A genuine passion for delivering great customer outcomes

• Excellent written and verbal communication skills

• Ability to overcome customer objections and professionally handle challenging situations

• A proactive, solution‑focused mindset, identifying root causes and resolving customers' issues

• Willingness to learn, adapt, and share best practice

• Strong problem‑solving skills with great attention to detail

• A collaborative, one‑team mindset

Experience & Knowledge

• Previous customer service experience, ideally within a contact centre environment

• Knowledge of the energy industry is desirable

• Confidence and resilience when managing challenging customer conversations