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This range is provided by Ecotricity. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Our Energy 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.
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
* To engage with non-customer facing teams to ensure customer requests are completed in a timely manner
* To ensure our business customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers
* To take responsibility and ownership for customer queries ensuring the customer is responded to promptly & updated frequently
* Continuous improvement - Provide constructive feedback, contribute, and support process improvements that will drive increased customer satisfaction striving to improve our customers’ journey with us.
* 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.
* Educate, coach and influence customers on best practice for business energy use
* Any other ad‑hoc duties as requested by Leadership & Management.
Skill Set Required
* 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 numeracy.
* Good level of computer literacy including Microsoft Office packages.
* Accuracy, Tenacity & Integrity.
Specific Knowledge Required
* 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.
Successful Candidates will receive full system and process training through our Departmental and Academy training programmes, however industry knowledge and previous experience is pivotal.
About You
If you are successful in getting this role it means that you have a real passion for our vision for a Green Britain as well as having an energetic and dynamic approach.
Ideal role for an analytically minded individual looking to get involved with analysis in the energy industry. The ideal candidate will be able to pick‑up existing tools and models and make them their own, developing them to improve the service that the role itself can provide. You will be able to manage a competing workload of regular tasks with short and long term projects, with performance being demonstrated through meeting deadlines and reporting. As such communication, both verbal and written, is a key skill as the role will be in contact with a number of internal and external stakeholders.
An innovative thinker, willing to try new approaches, and will be someone who really connects with our Values.
You’ll have a thirst for knowledge and keen to broaden your 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. 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.
Requirements
* Excellent analytical and statistical skills, and high attention to detail
* Excellent problem solving and communication skills
* Experience monitoring results within a CRM, and using metrics and dashboards to identify opportunities.
About Us
About the team…
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.
Join our team and help us achieve our mission!
What’s in it for you…
Healthcare plan, life assurance and generous pension contribution
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
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.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
* Utilities
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Ecotricity is an equal opportunities employer and is committed to providing equality for all.
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