Role Overview
OurEnergy Experts are a one stop shop for any customer query, we are using cutting edge technology to get our customers talking to the right person - first time. We don’t give our people scripts we want you to be yourself while helping our customers at the same time.
The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key.
Energy companies expect customers to wait a lifetime to be answered… Our team get to our customers much sooner, we have a person on the end of the phone, it doesn’t matter what the customer query is, we are here to help. We support and train our people to deal with any question a customer may ask; and our people own the customer interaction from start to finish, we don’t pass our customers from pillar to post. Top class customer service is what we pride ourselves on and if your passion is to treat customers fairly and provide awesome customer service this is the team for you.
The B2B department is vibrant, fast-paced and friendly but extremely professional with customer experience always its primary focus. We are currently amid a transformational programme of change all aimed at improving the service we offer to our customers and our people are at the forefront of our initiatives.
Location
You’ll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire as the role requires office presence.
Core Responsibilities
* Provide exceptional customer centric service delivering first contact resolution to our Business customers via inbound and outbound phone contact, our electronic platforms and face-to-face interactions.
* Proactive and positive approach utilising the skills and expertise of those in the wider business areas to resolve customer queries, whilst retaining customer ownership.
* Manage and adhere to service level and resolution targets for assigned customers
* Engage with non-customer-facing teams to ensure customer requests are completed in a timely manner
* Ensure our Business customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers
* Effective customer resolution ensuring information is compliant against Industry standards.
* Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales.
* Excellent written & verbal communication skills across multiple channels.
* Excellent time management with ability to prioritise workloads
* Flexible and adaptable to changes in working patterns and duties
* Good level of computer literacy including Microsoft Office packages. Accuracy, Tenacity & Integrity.
About You
If you have a thirst for knowledge and keen to broaden your skills and energy industry knowledge base. We are looking for people who are superpassionate about providing excellent customer service and have a proven track record – Setting customer expectations from the off and doing the right thing for our customers within the compliance framework of the industry. As an individual you’ll have exceptional time management skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of our customers. You’ll be a superb communicator, who is able to influence and coach both our internal and external customers how best to use our services, whilst showing passion and enthusiasm for a greener Britain.
Essential Skills
* Excellent and professional customer interaction/telephony skills delivering high level of customer service in either face to face or office-based roles
* Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages, Sales Force and Junifer).
* Utility industry knowledge & experience (Including Billing & Metering)
* Experience of Customer Relationship Management Systems
* Proven track record of working in a target focused environment and driving successful performance.
* High level of resilience and positivity managing change in an ever-evolving energy market whilst providing support and reassuring advice to our customers who are facing financial challenges.
* Enjoys working with others, building rapport with customers and colleagues but also thrives independently.
* Able to listen, speak and write confidently and with great attention to detail.
* Takes ownership of complex issues, can work with customers or colleagues to find solutions and deliver them in a friendly and timely manner.
Benefits
* Healthcare plan, life assurance and generous pension contribution
* Volunteering Day
* Hybrid Working
* Various company discounts (including shops, gyms, days out and events)
* Holiday of 25 days (plus bank holidays) & ability to buy/sell days
* Cycle to work scheme, car pooling and onsite parking available
Additional Responsibilities
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
Flexibility Statement
The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
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