Overview
Join to apply for the B2B Energy Expert (Metering Specialist) role at Ecotricity.
Hybrid role – three days in the Stroud, Gloucestershire office over two weeks.
About The Role
Our Energy Experts are a one stop shop for any customer query, using cutting edge technology to get customers talking to the right person - first time. You will not be given scripts; you should be yourself while helping customers.
The role will involve a mix of inbound work and outbound follow-ups for assigned customers. You will need to manage your own time and prioritise your work.
About The Team
Energy companies often keep customers waiting; our team answers promptly. We provide training and empower our people to handle any question from start to finish, owning the customer interaction. We pride ourselves on top-class customer service and fair treatment within industry compliance. The B2B department is vibrant, fast-paced, professional and customer experience focused, undergoing a transformational programme to improve service for customers and staff.
About Us
Ecotricity is Britain’s greenest energy company. Since 1995 we have pursued replacing fossil fuels with clean, renewable energy, and we reinvest customer bills to advance green projects such as windmills, solar parks and green gas mills. We also support the Electric Highway, sponsor Forest Green Rovers, and launched Ecotalk + RSPB.
About You
You’ll have a thirst for knowledge and a desire to broaden your energy industry knowledge. We’re looking for people who are passionate about providing excellent customer service and have a proven track record of setting customer expectations from the off and doing the right thing within industry compliance.
You’ll have exceptional time management skills, the ability to multi-task, and the capability to meet targets while serving customers. You’ll be a superb communicator, able to influence and coach both internal and external customers in using our services with enthusiasm for a greener Britain.
Core Responsibilities
* Provide exceptional customer-centric service delivering first contact resolution for Business customers via inbound and outbound phone contact, electronic platforms, and face-to-face interactions.
* Proactively use the skills and expertise of wider business areas to resolve queries while retaining customer ownership.
* Manage and adhere to service level and resolution targets for assigned customers.
* Engage with non-customer facing teams to ensure requests are completed in a timely manner.
* Ensure business customer accounts are correct and all requests are completed accurately and first time to enable precise billing.
* Take ownership of customer queries and respond promptly and with regular updates.
* Contribute to continuous improvement by providing feedback and supporting process improvements to enhance the customer journey.
* Ensure information is compliant with industry standards during customer resolution.
* Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction within agreed timescales.
* Educate, coach and influence customers on best practices for business energy use.
* Any other ad-hoc duties as requested by Leadership & Management.
Educational Requirements
* Educated to GCSE level or above (Maths & English essential).
Skill Set Required
* Excellent written and verbal communication skills across multiple channels.
* Energy industry knowledge/experience required.
* Metering experience preferred.
* Excellent time management with ability to prioritise workloads.
* Flexible and adaptable to changes in working patterns and duties.
* Good level of numeracy and computer literacy, including Microsoft Office.
* Accuracy, Tenacity & Integrity.
Specific Knowledge Required
* Utility industry knowledge and experience (Billing & Metering).
* Experience of Customer Relationship Management Systems.
* Proven track record of working in a target-focused environment and driving successful performance.
What’s In It For You
Healthcare plan, life assurance and generous pension contribution; volunteering day; hybrid working; various company discounts; holiday entitlement of 25 days plus bank holidays with option to buy/sell days; cycle to work scheme, car pooling and onsite parking; support for sustainability objectives.
Flexibility
The fast-moving nature of the business means you may be asked to perform duties outside your original job description on an ad hoc basis to support the organisation.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
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