Our client's heat networks business designs, builds and operates low carbon heat networks across three UK cities: London, Bristol and Midlothian (just south of Edinburgh). Through these heat networks they deliver low carbon, reliable heating and hot water (and sometime cooling) to both business and residential buildings connected to their heat networks.
They work with outsourced partners to deliver their day-to-day metering, billing and customer service (MBCS), out of hours (OOH) support and onsite maintenance and servicing of our assets.
This role will sit in a central department of Customer Experience and Communications, reporting to the Customer Operations Manager. The role is focused on:
Working with their regional Delivery and Operations teams and Asset Management team to ensure they are onboarding new buildings and customers to their heat network smoothly with all relevant back-office process completed on time;
Supporting their out-sourced MBCS partner to ensure they can delivery excellent service and support to our customers.
Being one of the first points of contact for their MBCS partner to escalate customer queries and fielding these or escalating upwards as appropriate.
Collating and producing relevant reporting on key metrics and KPIs to allow effective oversight on performance of customer service and internal reporting requirements.
Ensuring our out-sourced metering, billing and customer service provider and out of hours service providers are fulfilling its contractual duties to deliver excellent service, leading to excellent customer satisfaction. This role requires strong problem-solving skills, a customer-centric approach, proactiveness and the ability to collaborate with multiple departments to deliver effective solutions.
Duties:-
Ensuring new and retrofit building connections and end-user customers are onboarded on the CRM in a timely manner.
Co-ordinate with regional teams and customer experience colleagues on onboarding of new sites and customers with our service partners and clients.
Managing and ensuring that Heat Supply agreements are completed and uploaded on the CRM by the MBCS provider.
Validation and collation of monthly customer reporting against service level agreements (SLAs) including Customer contact, compliance and Metering.
Supporting on drafting and issuing of customer communications including; maintenance and outage communications, customer onboarding communications and complaints resolution communications.
Supporting training to outsourced customer care team.
Supporting implementation of service improvements as identified by customer experience colleagues
Compilation of customer service data for both internal and external (e.g. Heat Trust and Ofgem) reporting.
Engaging proactively with stakeholders both internally and externally.
Planning and delivering customer engagement events alongside the customer experience team.Knowledge and Skills
We are looking for an engaged and motivated individual who takes the initiative, can manage their own workload, and prioritise tasks accordingly. You will be proactive in your approach and will enjoy taking ownership of your role and able to engage quickly with people and build relationships. You will enjoy interacting and engaging with others.
As this is a fast-paced and entrepreneurial team you will be comfortable working both in this kind of dynamic environment but also able to function in a large business with established processes and governance.
You will have:
Knowledge of a consumer services sector (utilities, communications., banking) and consumer protection regulation.
Knowledge of metering & billing platforms.
It would be desirable to have working knowledge of the district heating sector.
Considerable working knowledge of customer relationship management (CRM) tools and high comfort level with digital technology
Excellent verbal and written communication skills.
Excellent organisational skills and ability to prioritise and manage conflicting deadlines to ensure priorities are delivered
It is highly desirable to have strong Excel skills as the role will involve interrogating data.
Empathy and a customer centric approach to service delivery.
Approachable, helpful, and friendly personality that brings positivity to the work environment Qualifications and Experience
2-3 years-experience working within a consumer services sector (e.g. Utilities, communications, banking).
Ability to manage multiple tasks in a fast-paced environment.
Fast learner with great attention to detail and high level of accuracy.For more information on this excellent opportunity with our market leading renewable energy client, please contact the recruitment team or apply online & we will get back to you.
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Gi Group of companies includes Gi Group Holdings Recruitment Ltd, Gi Recruitment Ltd, Draefern Ltd, Excel Resourcing (Recruitment Consultants) Ltd, Gi Recruitment Ltd, INTOO (UK) Ltd, Marks Sattin (UK) Ltd, TACK TMI UK Ltd, TACK International Ltd, Grafton Professional Staffing Ltd, Encore Personnel Services Ltd, Gi Group Staffing Solutions Ltd and Gi Group Ireland Ltd. Gi Group Staffing Solutions Ltd are acting as an Employment Business in relation to this role.
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