Customer Contact Administrator

Location: Advertised Salary: £26,109 - £30,714 Job Function: Customer Centre Working Hours: 37 Location Type: Hybrid Contract Type: Permanent Req ID: 2696 Posting End Date: 5th June 2026

Job Purpose

• Provide administrative support to the team
• Provide advice and support via different communication channels
• Maintain and develop working relationships
• Work within and promote the philosophy of safe team working
• Broad knowledge of Cadent’s Core Policies and Procedures that impact the way we operate
• Ensure efficiency and compliance to company policies
• Actively demonstrate and promote the Cadent Values, and positively contribute to a customer-oriented approach
• Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements
• Be inquisitive with an interest in developing existing skill set and learning new skills
• Provide brilliant quality customer service to all internal and external stakeholders
• Demonstrate an inclusive work ethic

Key Responsibilities

• Supporting with driving and delivering high levels of customer satisfaction across all work-types
• Ensuring customer interactions are managed effectively and appropriately, ensuring concerns are dealt with

Maximising opportunities to apply process improvement and best practice methodologies to improve customer performance

• Managing customer telephone contact for the core query resolution
• Operating office systems and equipment, processing documents and maintaining accurate performance information
• Ability to follow standard operating procedures and processes to deliver the right outputs for our customers
• Resolving standard enquiries and complaints from internal and external parties, and escalating more complex to the relevant area
• Ensuring the input of accurate data into spreadsheets, databases and other business systems
• Taking ownership of the customer contact and escalating if necessary
• Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvement
• Required to cross flex and support customers via the National Gas Emergency lin

Skills and Experience

• Call handling and previous contact centre experience preferred
• Computer literacy essential, basic level Microsoft package skills
• Previous use of SAP systems advantageous

At Cadent, we’re thrilled to be part of the future of UK energy!

We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.

What’s In It for You

Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that’s why we’re committed to supporting our people to get the best out of themselves. For this role, we offer:

• Annual bonus
• Pension Scheme double matched up to a total of 18% of salary
• 25 days holiday, plus statutory days, and an option to buy more
• An extra day off each year to celebrate life’s special moments
• Career development with funded learning options
• Flexible working and strong ED&I commitments
• Generous family policies and flexible benefits
• Retail discounts, gym access, and more

We support a healthy work-life balance and are open to flexible working options.

Diversity and Inclusion

Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent.

We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) – can’t wait to welcome you!

What’s next?

To be considered for this role, please submit your application with an up-to-date CV and our Talent Acquisition team will get in touch soon. To learn more about Cadent, visit our website at Home - Cadent Gas Ltd

Be part of something big. Help shape the future of gas for generations to come.