Customer Service Advisor - B2B

Ecotricity; Stroud; Vor Ort; GBP 22.000 - 32.000; Vollzeit

Benefits dieser Stelle

Healthcare

Life assurance

Pension

Hybrid working

Discounts

25 days holiday

Cycle to work

Onsite parking

Zusammenfassung

Ecotricity in Stroud is seeking energetic Energy Experts to handle diverse customer queries with a personal touch. You will manage inbound and outbound calls, use multiple IT platforms, and own the customer journey from first contact to resolution, ensuring accurate billing and smooth handoffs to specialists.

The role requires strong communication, resilience in a fast-paced energy environment, and a commitment to hybrid working with on-site presence in Stroud.

Qualifikationen

• Excellent and professional customer interaction/telephony skills delivering high level of customer service in either face to face or office-based roles
• Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages, Salesforce and Junifer)
• Utility industry knowledge & experience (Billing & Metering)
• Experience of Customer Relationship Management Systems
• Proven track record of working in a target focused environment and driving successful performance
• High level of resilience and positivity managing change in an ever-evolving energy market whilst providing support and reassuring advice to our customers facing financial challenges
• Enjoys working with others, building rapport with customers and colleagues but also thrives independently
• Able to listen, speak and write confidently and with great attention to detail
• Takes ownership of complex issues, can work with customers or colleagues to find solutions and deliver them in a friendly and timely manner

Aufgaben

• Provide exceptional customer centric service delivering first contact resolution to 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
• Any other ad-hoc duties as requested by Leadership & Management
• Excellent written & verbal communication skills across multiple channels
• Good level of computer literacy including Microsoft Office packages. Accuracy, Tenacity & Integrity

Kenntnisse

Customer service

Phone handling

IT systems

Salesforce

Junifer

CRM systems

Billing

Metering

Target driven

Resilience

Team player

Independent work

Communication

Tools

Salesforce

Junifer

Jobbeschreibung

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.

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.

You’ll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire. We Can Not offer this role remotely.

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.
• Any other ad-hoc duties as requested by Leadership & Management.
• Excellent written & verbal communication skills across multiple channels.
• Good level of computer literacy including Microsoft Office packages. Accuracy, Tenacity & Integrity.

If you 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.

Essential skills:

• Excellent and professional customer interaction/telephony skills delivering high level of customer service in either face to face or office-based roles
• Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages, Sales Force and Junifer).
• 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.
• High level of resilience and positivity managing change in an ever-evolving energy market whilst providing support and reassuring advice to our customers who are facing financial challenges.
• Enjoys working with others, building rapport with customers and colleagues but also thrives independently.
• Able to listen, speak and write confidently and with great attention to detail.
• Takes ownership of complex issues, can work with customers or colleagues to find solutions and deliver them in a friendly and timely manner.

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 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.