Hybrid Energy Customer Service Advisor

Ecotricity; Old Down; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance

Pension contribution

Volunteering Day

Hybrid Working

Discounts (shops, gyms)

Cycle to work scheme

Onsite parking

Job summary

Ecotricity is seeking a Customer Service Agent for Stroud. The role starts office-based during training with hybrid working considered after probation. Salary ranges from £25,550 to £27,150 with a £2,500 OTE and shift allowance.

Working week is 36.5 hours across Monday to Friday, with some weekend coverage and occasional bank holidays. You will handle omni-channel queries, aim for first contact resolution, and support billing, pay-as-you-go and home move operations while ensuring GDPR compliance

Qualifications

• Existing customer service experience will be advantageous.
• Enthusiastic, proactive and comfortable in taking the lead across cross functional departments at all levels.
• Is curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
• Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
• Passionate about what they do and about making a difference.

Responsibilities

• Take full responsibility for all customers you deal with, delivering end to end customer service.
• Act as the primary point of contact for customers through multi channels such as telephone, email, app and live chat
• Manage and adhere to service level and resolution targets for customers and contacts.
• Engage with other areas of the business to ensure customer requests are completed in a timely manner.
• Ensure our customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers.
• Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales.
• Take ownership to drive down our unbilled accounts (failed and draft bills)
• Process a home move in or a move out, ensuring an accurate final bill is produced and any credits refunded.
• Educate, coach and influence customers on best practise for domestic energy use.
• Comply with all Data Protection and GDPR guidelines
• Any other ad-hoc duties as requested by Leadership & Management.

Skills

Existing customer service experience

Enthusiastic and proactive

Cross-functional collaboration

Problem solving

Strong interpersonal skills

Self-motivated with initiative

Job description

Ecotricity is seeking a Customer Service Agent for Stroud. The role starts office-based during training with hybrid working considered after probation. Salary ranges from £25,550 to £27,150 with a £2,500 OTE and shift allowance.

Working week is 36.5 hours across Monday to Friday, with some weekend coverage and occasional bank holidays. You will handle omni-channel queries, aim for first contact resolution, and support billing, pay-as-you-go and home move operations while ensuring GDPR compliance