About The Role
We are looking for two Metering Assistants to support and resolve any gas and electricity meter queries in an efficient and effective manner. Metering queries include the management of Credit, Pay As You Go and Smart meter related issues, liaising with customers and 3rd party agents to book appointments, problem resolution and exception management of customer queries while providing great customer service.
You'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire as the role requires 3 days office presence, (expectation of more office days during training period) Core Responsibilities:
1. Provide exceptional customer service delivering contact resolution to our customers via inbound and outbound
2. Proactive and positive approach utilising the skills and expertise of those in the wider business areas to resolve customer queries, whilst retaining customer ownership.
3. Assist with customer enquiries relating to account through email, letter or telephone are managed within agreed time scales.
4. Maintain customer data held within Ecotricity systems and update database systems accurately
5. Use Salesforce, Junifer and AFMS to maintain customers’ accounts
6. Support the Ecotricity delivery of Smart meters to our customers
7. Liaise with third parties within the process, PPMIP and Metering Agents as required
8. Ensure that Smart meters are installed whenever possible towards resolving customer queries
9. Manage meter faults/tests and energy efficiency advice
10. Manage the meter exchange process
11. Improve Settlement percentage by improving the number of actual meter readings approved by the industry
12. Identify and report issues with internal processes
13. Provide assistance to other departments for metering related matters
14. Complete any other reporting or monitoring of workload as requested
15. Any other ad-hoc duties as requested by Manager or Head of Department
About You
If you have a thirst to broaden your customer service skills and energy industry knowledge base. We are looking for people who are super passionate 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. Essential skills:
16. Ability to liaise with industry participants, industry bodies and external customers
17. Excellent and professional customer interaction/telephony skills delivering high level of customer service in either face to face or office-based roles.
18. Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages, Sales Force and Junifer).
19. Utility industry knowledge & experience.
20. Strong attention to detail with a High level of numeracy, accuracy and problem solving ability
21. Computer literate, Letter (email) writing and analytical
22. Report writing and monitoring ability
23. Ability to organise workload and multiple priorities
24. Ability to work on own initiative
25. Communication skills both written and verbal
26. Excellent planning and organisational skills.
27. Competent user of MS Office applications
28. Electricity and Gas industry knowledge preferred but not essential
About Us
What's in it for you...
29. Healthcare plan, life assurance and generous pension contribution
30. Volunteering Day
31. Hybrid Working
32. Various company discounts (including shops, gyms, days out and events)
33. Holiday of 25 days (plus bank holidays) & ability to buy/sell days
34. Cycle to work scheme, car pooling and onsite parking available
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 company's 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 use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.