Job Description
Location: Hybrid
Salary Details: £21,000- £25,000
About The Role
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.
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.
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.
About You
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.
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 and 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 and Management.
Skill Set Required
- Excellent written and 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 and Integrity
Specific Knowledge Required
- Utility industry knowledge and 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 programs, however industry knowledge and previous experience is pivotal.
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, 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 targets to make the Green Britain Group net carbon neutral by 2025
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 it's people in the best possible way at all times and helps the employees to make 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 and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Job Type: Full-time
Salary: £21,000.00-£25,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
Schedule:
Ability to commute/relocate:
- Stroud: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you require Sponsorship?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Stroud
Reference ID: 1626
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