Customer Service Officer
4 days ago
Zenergi
Brierley Hill Ward United Kingdom
Operations
Hybrid
**Company Description**:
**Vacancy Title: Customer Service Officer**
**Vacancy Location**:
- _
**Office Based - Brierley Hill**
**Engagement Type: Permanent, Full Time**
**About Us - **
Zenergi is an award-winning energy consultancy in the UK, delivering a range of services to over 4,000 customers, including energy procurement, contract management, and energy and carbon reduction solutions. At Zenergi we strive to provide excellence in all areas of service to our customers, colleagues and suppliers based on being professional, efficient, conscientious and progressive at all times. Communications through all levels is the key to our success and we pride ourselves on our exceptional quality of service.
- Every member of the team is one of the Zenergi family and we strongly believe in supporting them to become the best they can during their Zenergi journey. We are committed to providing a positive environment where people can grow and develop both professionally and personally.
**Position**:
**Your New Role**
- Are you a relationship manager looking for a new and exciting role? Do you have energy industry experience?
We are currently recruiting for a Customer Service Officer to join us in our Brierley Hill office on a permanent, full time basis. This role is fundamental to Zenergi and its ethos, the primary purpose will be delighting customers by supporting genuine long-term relationships within your portfolio.
You will positively promote our services and demonstrate our value through providing reliable service on a consistent basis. You will have very high-level customer focus and attention, with the confidence to manage all requirements of Zenergi’s customer basis.
**Key Responsibilities**:
- You will be responsible for a varied portfolio of Zenergi Group customers
- Provide a reliable and WOW standard of service as the single point of contact from Zenergi
- Co-ordinate the delivery of all services to your customers using product and service specialists as required
- Continuously review your portfolio to identify opportunities, risks, and successes
- Maintain up to date records on behalf of the customer using the appropriate systems and processes
- Negotiate and manage the renewal of current contracts across all services providing consultation and recommendations on procurement, and demonstrate high retention rates
- Support the customer with Governors or board presentations as required
- Go above and beyond to delight the customer
- Ensure service levels are maintained including validated invoices sent to site, queries progressed to resolution and Positive Energy Pack updated monthly
- Complete data protection, data integrity and GDPR checks as required
- Actively identify new business opportunities within your portfolio and network
- Co-ordinate any ad-hoc customer requirements
- Resolve contract termination and objection issues at contract renewal
- Comply with updates to company procedures as a result of technology upgrades, process improvements, industry regulations, etc.
- Assist on the collection of non-payments of Zenergi invoices
**Requirements**:
**Essential Criteria**:
- Speak to customers, energy suppliers and service providers to provide full customer service in the ‘Zen Way’
- Carry out data analysis and problem solving
- Provide backup for colleagues when required (absences, annual holiday etc.)
- Working as part of a team to continuously improve processes
**Desirable Criteria**:
- Proactive and intuitive at building professional relationships with all stakeholders internally and externally
- Customer service experience
- Experience working to targets associated with the delivery of your role
- An in-depth technical understanding of both gas and electricity supplies and experience working in the industry
- Pleasant and confident telephone manner
- Microsoft Office including Excel, Word and Outlook
- Full UK driving license and a willingness to visit customers and regional offices
- Ability to visit customers at short notice
**Other information**:
**Benefits**:
- Pension scheme current minimum contributions are 4% Employer 5% Employee
- 23 days holiday + Bank Holidays - Increasing 25 days after 5 years’ service
- Employee Benefit Trust
- EV salary sacrifice
- Yearly Company events
- Zen points
- Benefits pot
- Zen Academy: A bespoke training programme open to everyone who wishes to develop themselves
- Zenergi is proud to be an equal opportunities employer and is committed to meeting responsibilities under the Equality Act (2010). We believe that diversity, equality and inclusion are crucial components of a successful and thriving workplace. We are committed to ensuring that our recruitment process is fair, transparent and free from bias. We understand that individuals may require adjustments to be made at any stage in the recruitment process, please do let us know if you have any requirements._
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