Your First Week at the Corrin Energy Customer Contact Centre

Getting started

Your first week as a customer adviser at the Corrin Energy contact centre will be spent in training, learning our systems and listening to experienced colleagues on the phones. This guide explains how the second floor, where you will work, is laid out. Your trainer will show you round on your first morning, but it is worth reading the guide beforehand so that the building feels familiar.

Arriving each day

The lift and the stairs both bring you out at reception, in the south-east corner of the floor. Here you collect your headset from the rack and tap your pass on the reader to clock in. Immediately west of reception are the lockers, where coats, bags and personal phones must be left; phones are not allowed on the adviser floor. Your locker key will be given to you by your trainer.

Training and meetings

For your first five days you will be based in the training suite, which is next to the lockers, on their western side. It has twelve computers set up with a practice version of the customer system. Further west again, in the south-west corner, is the kitchen, which has fridges, a microwave and a hot water tap. Please label any food you leave in the fridges and clear it out by Friday.

The middle of the floor

The hot desks occupy the centre of the floor and can be used by anyone who needs a quiet place to finish paperwork. Against the west wall, to the left of the hot desks, is the coaching room, where team leaders listen back to recorded calls with advisers and give feedback. On the opposite side of the hot desks, against the east wall, is the wellbeing room. This small, quiet room has comfortable chairs and soft lighting and can be used by any adviser who needs a few minutes away from the phones after a difficult call.

The adviser floor

After training you will join a team on the adviser floor, which covers most of the north side of the building. Each team has its own row of desks, and a screen on the wall shows how many customers are waiting. In the north-east corner, at the end of the adviser floor, are the quiet booths, small soundproofed rooms where advisers can make calls that need extra concentration, such as calls to customers in financial difficulty.

Breaks and working hours

Shifts are eight hours long with a forty-five minute lunch break and two fifteen minute breaks, which your team leader will schedule. Please do not take breaks at your desk; the kitchen and the wellbeing room are there for this purpose.