Energy Customer Advisor – Onsite in Stroud

Ecotricity; Stroud; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Healthcare

Life assurance

Pension

Hybrid working

Discounts

25 days holiday

Cycle to work

Onsite parking

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer service

Phone handling

IT systems

Salesforce

Junifer

CRM systems

Billing

Metering

Target driven

Resilience

Team player

Independent work

Communication

Tools

Salesforce

Junifer

Job description

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.