Job Description
The Company:
Outfox the Market (OTM) a Leicester-based family run business is growing rapidly with 120,000+ customers in the UK. Outfox the Market is a trusted energy supplier providing 100% renewable electricity and natural gas to homes in the UK.
We're on the lookout for passionate, enthusiastic, and forward-thinking people based in the East Midlands areas to join our brilliant Customer Services Team.
We have recently been crowned No 1 by Which? for customer satisfaction, No 2 in Citizens Advice recent customer Service Ratings and are rated Excellent by our customers on Trustpilot, which means the world to us.
We value integrity, innovation, customer-centricity, responsibility, enrichment, and excellence. We are a team that is excited to be building a brand and continuing our growth to deliver products and services that provide stability and innovative solutions and create value for our customers.
So why not come and join us on our exciting journey to lower carbon emissions and combat climate change.
Our modern offices are situated in the centre of Leicester, based on a picturesque waterfront.
Walking distance from transport networks and the Highcross Shopping Centre.
Customers are at the heart of everything we do. From the CEO to the Data Analysts, we are all committed to doing the very best by our customers. In this role, you will be at the forefront and the main point of contact for our customers, so it is essential that you are able to demonstrate a strong customer service track record. It will be down to you to go that extra mile for our customers, keeping them excited about Outfox the Market being their energy supplier. You will be providing exceptional service by having brilliant conversations with our customers, you are in charge of OTM’s customer experience and will drive our long-term success. You will be on hand to answer questions and solve problems through whatever media the customer chooses – telephone, email, or webchat! Our customers really enjoy hearing our friendly voices so the majority of your day will be spent on the phone putting a smile on our customer's faces!
The Role
- You will help OTM customers with a wide variety of queries, resolve simple queries efficiently & you’ll take the time to investigate and resolve more complex ones
- You will support OTM customers over the phone for the majority of your time, but you’ll also use email and online chat
- You will work in a fast-paced environment, always striving to provide the best experience for our customers
- As your experience grows, you’ll take on more responsibility within your team to ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescale, via email, phone, webchat or letter
- Promote effective communication throughout all levels of the Customer Services function.
- Effectively managing customer requests and queries, using the CRM system to record all communication.
- Liaise with other departments efficiently and as required, showing initiative.
- You will be tech-savvy, think outside the box and always look for efficiencies in everything you do.
- What’s key for us is that you have an awesome attitude - a caring, friendly, trustworthy, honest team player, who wants to actively contribute to building a fantastic, caring, and inclusive culture for all.
We are committed to making the technology and energy industries become a more inclusive and diverse place, and we’re working hard to lead by example. We are looking to hire people who are able to get going quickly, interested in learning new things and comfortable working in a changing environment.
We are looking for people who genuinely care about helping others, who are passionate about providing a world-class customer experience, and who want to invest in the role and OTM Energy, in return, we will invest in you. Our company values are entwined into everything we do, so we want you to feel strongly aligned and committed to bringing them to life. If they resonate then Team OTM is for YOU.
There are a few things that we think are essential:
· KNOWLEDGE OF ENERGY RETAIL
· You work well with structure in your day
· Experience of working in call centre
· Customer centricity and strong business acumen
· You’re motivated by hitting and exceeding targets
· You care deeply about how companies treat their customers
· You can thrive in a fast-paced, changing, scale-up environment, where no two days are the same!
· You will be cool and calm under pressure while being able to make decisions in a pressured evolving environment
There are some other things we think will be valuable in the role:
· You’re resilient and you cope well with difficult situations
· You have excellent communication and writing skills
· You can think on your feet and use your initiative in ambiguous situations
· You’re comfortable with numbers and learning new technology
· You’re reliable, energetic and able to prioritise effectively
· You see obstacles as challenges, and you enjoy complex problem solving
· You relish the idea of self-learning and personal development
Benefits
Our company is growing at a rapid pace so now is an exciting opportunity to join an organisation which can offer a long-term future career.
We also offer;
- 29 days Statutory holiday inclusive of Bank Holidays
- Outdoor sitting areas
- Discounted onsite parking
- Company social occasions
- Complementary beverages
- Learning & Development opportunities
- Friendly and appreciative environment
Working hours are 8.30AM – 5PM Monday to Friday & Every alternate Saturday 9AM- 2PM
Job Types: Full-time, Permanent
We strongly encourage applications from people of a BAME background, those who are disabled and those who identify as LGBT+.
Job Types: Full-time, Permanent
Salary: £21,675.00-£28,000.00 per year
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Overtime
- Weekend availability
Work Location: In person