Overview
Stroud/Hybrid/Remote UK Based.
The start date for this role is Thursday 13th of November.
36.5 hours a week: Shift work between Monday to Friday 8.30am to 7.30pm, some Saturday and Sundays 9am-5pm and some Bank holidays 9-5pm. This role is predominantly telephone based, with additional support via email, admin tasks and webchat as required.
As a skilled Customer Service Agent, your mission is to provide exceptional service to every one of our customers, via our omni channel.
Responsibilities
* Take full responsibility for all customers you deal with, delivering end to end customer service.
* Act as the primary point of contact for customers through multiple channels (telephone, email, app, live chat).
* Manage and adhere to service level and resolution targets for customers and contacts.
* Engage with other areas of the business to ensure customer requests are completed in a timely manner.
* Ensure customer accounts are correct and all requests are completed accurately and first time to enable precise billing.
* Take ownership of customer complaints, prioritise and resolve to the customer’s satisfaction within agreed time scales.
* Drive down unbilled accounts (failed and draft bills).
* Process and manage home move in or move out, ensuring an accurate final bill and refunds where appropriate.
* Educate, coach and influence customers on best practices for domestic energy use.
* Perform ad-hoc duties as requested by Leadership & Management.
* Comply with all DPA and GDPR guidelines.
About You
* Enthusiastic and proactive, comfortable taking the lead across cross-functional departments at all levels.
* Curious with strong problem-solving skills and a willingness to learn new improvement strategies.
* Strong interpersonal skills; able to communicate effectively and influence across levels to solve complex problems.
* Highly motivated with the ability to work on own initiative and meet tight deadlines.
* Passionate about what you do and about making a difference.
About Us
What’s in it for you
* 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) and ability to buy/sell days
* 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 sustainability objectives and targets.
Flexibility
The fast-moving nature of the business means you may be asked to perform duties outside of your original job description on an ad hoc basis.
Ecotricity is Britain’s greenest energy company. We are committed to providing equality for all.
London, England, United Kingdom — Job posting history omitted for brevity.
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