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Welsh Recruitment Meets, Sheriene Douglas , Customer Sales Advisor, British Gas



(Picture: British Gas logo)



Sheriene is 33 and has worked for British Gas as a customer sales advisor for 4 years and answers some questions on her time with the company.



Welsh Recruitment: What does the role of a Customer Sales Advisor entail?



Sheriene Douglas: 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.



Welsh Recruitment: Do you need to have previous work experience to work as a CSA?



Sheriene Douglas: 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!



Welsh Recruitment: What does it take to become a successful advisor?



Sheriene Douglas: 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 to 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.





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