Customer Advisor

Green Britain Group; United Kingdom; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance

Generous pension contribution

Volunteering Day

Hybrid Working

Discounts on shops and services

25 days holiday + BH

Cycle to work scheme

Onsite parking

Job summary

Ecotricity's Microtricity department is seeking a proactive Customer Service Advisor to support microgeneration customers and ESP accounts. You will handle inquiries by phone, email and in person, process FiT sign-ups, meter readings, and billing queries with a focus on accuracy and service quality.

You will use CRM systems, Excel and Access, liaise with Ofgem and generators, and continuously update knowledge on tariffs. Hybrid working, comprehensive training and strong support are provided.

Qualifications

• Excellent verbal and telephony skills.
• Exceptional standard of numeracy and accuracy.
• Ability to multi task and manage a varied workload.
• Highly computer literate including Excel and Access.
• Experience using customer management CRM systems.
• Experience in a customer service focused environment.
• Understanding of Feed-in Tariff schemes and Ofgem policies.
• Experience in a heavily regulated utility environment.

Responsibilities

• Provide exceptional customer service to Microtricity customers by phone, email and face-to-face.
• Take ownership and resolve queries related to Feed-in Tariff and ESP schemes.
• Handle administrative duties: sign-ups, CFR, documentation checks, meter readings, payments, Home Moves.
• Liaise with regulators, affiliates, and multi-site generators to reach suitable outcomes.
• Refresh knowledge on feed-in tariff and related regulations.

Skills

Verbal communication

Telephone skills

Numeracy

Attention to detail

Multi-tasking

MS Excel

MS Access

Time management

CRM systems

Customer service

Tools

CRM systems

Excel

Access

Job description

Exciting and rewarding opportunity to work within Ecotricity’s Microtricity department - a department dedicated to the Feed-in Tariff scheme via microgeneration and managing the Energy Saver Plan and the Britwind billing function.

The successful candidate will possess exceptional customer skills and enjoy problem solving. It is a varied position dealing with a wide customer demographic from domestic installations to large scale corporate installs. You will be given autonomy to support the customer in all aspects of their lifecycle with Ecotricity in respect of their microgeneration installation or their ESP account.

This department provides substantial training and support to ensure you develop and achieve your professional goals, as well as being an expert in your field. In-turn; you will be providing the best possible service to the customer.

Microtricity is responsible for facilitating Ecotricity’s involvement in Ofgem’s Feed-in Tariff scheme. The end-to-end journey from the registration of their microgeneration equipment, through to them being billed quarterly is all handled by Microtricity.

What you will do…

• Provide exceptional customer service to Microtricity customers through any issues or problems that they may have – over the phone, by email and face-to-face
• Take ownership and resolve all queries relating to Ecotricity’s operation of the Feed-in Tariff and Energy Saver Plan scheme’s
• To handle all Microtricity related administrative duties, including but not limited to:
  • Processing new Feed-in Tariff sign-ups on internal systems and Ofgem’s CFR
  • Checking and verifying all documentation relating to Feed-in Tariff applications
  • Processing Meter Readings each quarter and related enquiries
  • Processing Microtricity payments and related enquiries
  • Processing Home Moves
  • Handling other Feed-in Tariff related queries from internal and external customers
  • Handling possible billing queries
• Liaising with third party regulators and affiliates to reach suitable outcomes for both Ecotricity and the customer
• Liaising with Multi-Site Generators in relation to site or account specific queries
• Handle all Microtricity related administrative duties and ad-hoc tasks as required by the team
• Constantly refreshing your knowledge on feed-in tariff

About You

Knowledge, skills and experience:

Skill Set Required

• Excellent verbal and telephony skills.
• Exceptional standard of numeracy.
• Exceptionally high standard of accuracy & attention to detail.
• Ability to multi task and manage a varied work load.
• Highly computer literate including in MS Excel and Access
• Good time management & personal organisational skills.

Specific Knowledge Required

• Experience of using customer management CRM systems
• Experience within a customer service focused environment
• Experience using Excel spreadsheets and Access databases
• Understanding or awareness of the ‘Feed in Tariff Scheme’
• Experience of Ofgem renewable policies
• Experience working within a heavily regulated environment
• An awareness and understanding of the utility industry

Attributes:

• Manages relationships effectively both internally and externally
• Influences outcomes by using effective negotiation
• Treats customers the way we like to be treated ourselves
• Solutions focused and resourceful
• Committed to continual improvement
• Engaging and motivating attitude and style
• Methodical and organised, managing own work
• Is receptive to feedback and acts accordingly
• Exceptional team player who builds open and supportive relationships
• Flexible and adaptable approach to work
• Creative and innovative

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) & 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 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

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.