Customer Operations Specialist

Ecotricity; Stroud; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Healthcare plan

Generous pension contribution

Hybrid working

25 days holiday plus bank holidays

Cycle to work scheme

Job summary

A green energy company in Stroud is searching for a dedicated team member to improve read data integrity by efficiently managing customer onboarding and offboarding processes. Responsibilities include resolving exceptions, supporting backlogs, and providing exceptional customer service. Ideal candidates should possess strong communication skills, attention to detail, and the ability to handle personal data confidentially. Join the mission to drive innovative energy solutions that focus on sustainability and customer satisfaction.

Qualifications

• Proficient in handling personal data with confidentiality and integrity.
• Ability to prioritize tasks effectively in a fast-paced environment.
• Experience in managing relationships with third parties is advantageous.

Responsibilities

• Work through allocated read data and resolve industry onboarding exceptions.
• Support the reduction of read data backlogs and complaints.
• Liaise with internal departments and third parties for effective resolutions.

Skills

High level of computer literacy with CRM systems

Excellent written and verbal communication skills

Strong attention to detail and problem-solving ability

Ability to multitask under pressure

Tools

Microsoft Office 365

AFMS and Industry Databases

Job description

Working within the Industry Operations Department, this position will work to improve our read data integrity by ensuring all customers are onboarded/offboarded with accurate reads and resolving any disputed reads to reduce the risk of the customer being double billed. You’ll deliver exceptional customer service to all internal and external customers through various communication methods. By ensuring our customers are onboarded/offboarded into Industry correctly and improving our read data accuracy you’ll ensure all customers begin and end their Ecotricity journey in a Fit to Bill state.

The department itself is a fast-paced & ever-changing environment, dealing with the integrity of the read data held both internally and across all industry bodies.

Core responsibilities:

• Work through allocated read data and Fit to Bill exceptions as assigned by the Industry Operations team leader
• Support in the reduction of backlogs to improve our read data integrity & Fit to Bill performance
• Resolve industry onboarding/offboarding exceptions to ensure all customers join us/leave us in a Fit to Bill state leaving a positive imprint
• Being an escalation and operational support for the wider business on Industry registration exceptions
• Developing a comprehensive understanding of the whole customer and Industry journey and how/why industry exceptions need to be resolved efficiently
• Liaise with other Ecotricity departments and third parties through the Industry Secure Data Exchange Portal (SDEP) to ensure a fair and timely outcome are achieved for customer and industry impacting problems
• Feedback third party issues/delays to Industry Operations Team Leader and 3rd Party Contract Manager for escalation
• Inbound/Outbound customer and third-party contact to ensure timely and effective resolution of exceptions
• Other projects and ad-hoc tasks deemed in line with the wider ongoing needs of the team and department and Ecotricity mission
• Partake in monthly PDRs (121) and side by side sessions with the Industry Operations Team Leader to ensure continual development and quality outputs
• Complaint resolution in a timely manner
• Identifying system or process faults and supporting the department with continuous improvements
• Take ownership for customer disputes and deliver resolution in a timely manner
• Complete all necessary Data Protection and Regulatory training in accordance with company policy
• To treat all personal data confidentially and report any data breaches/incidents to the Data Protection Team within 24 hours in addition to any requests from customers in relation to their personal data

About You

The ideal candidate will effectively manage their workload, delivering key targets within tight deadlines while consistently meeting agreed KPIs. They will maintain high standards of data integrity across all systems and work collaboratively, treating customers and colleagues with professionalism and respect. A proactive approach is essential, with the ability to identify innovative solutions and drive continuous improvement. The candidate will be open to feedback, using it constructively while challenging themselves and others, and will demonstrate flexibility and adaptability in response to change. They will also handle personal data with confidentiality and integrity, ensuring accuracy and compliance at all times.

Your Skillset:

• High level of computer literacy with experience of a CRM system, AFMS and Industry Databases coupled with good knowledge of Microsoft Office 365
• Able to prioritise your workloads in line with department prioritisation, managing a wide range of tasks and processes
• Ability to multitask and remaining calm under pressure with excellent planning and organisational skills
• Committed to continual improvement for yourself and teammates, contributing to process improvements and personal development
• Proven effective relationship management both internally and externally
• Experience working with third parties (MOP, DC/DA) an advantage
• Excellent written and verbal communication skills
• Strong attention to detail, numeracy, accuracy, and problem-solving ability.
• Takes ownership of queries through to resolution
• High level of understanding of what personal data is and how this applies to the business, with the ability to identify any incidents, ask questions where needed and to be able to identify a customer’s request in accordance with the UK GDPR.
• Industry knowledge preferred but not essential

About Us

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.

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, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

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.