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Business Policy Specialist
2 months ago
Job Title: Business Policy Specialist - Energy Expert
Job Summary:
We are seeking a highly skilled Business Policy Specialist to join our team at Ecotricity. As an Energy Expert, you will be responsible for providing exceptional customer-centric service to our business customers, delivering first contact resolution via various channels, and managing customer accounts to ensure accurate billing.
Key Responsibilities:
- Provide proactive and positive customer service, utilizing skills and expertise to resolve customer queries and retain customer ownership.
- Manage and adhere to service level and resolution targets for assigned customers.
- Ensure customer accounts are accurate and all requests are completed first time to enable precise billing.
- Take ownership of customer complaints, prioritizing and completing to customer satisfaction within agreed time scales.
- Educate, coach, and influence customers on best practice for business energy use.
- Perform ad-hoc duties as requested by Leadership & Management.
Requirements:
- Thirst for knowledge and desire to broaden skills and energy industry knowledge base.
- Proven track record of providing excellent customer service and setting customer expectations.
- Superb communication skills, with ability to influence and coach internal and external customers.
- Flexible and adaptable to changes in working patterns and duties.
- Good level of computer literacy, including Microsoft Office packages.
- Experience of Customer Relationship Management Systems.
- Proven track record of working in a target-focused environment and driving successful performance.
What We Offer:
- Full system and process training through our Departmental and Academy training programs.
- Healthcare plan, life assurance, and generous pension contribution.
- Various company discounts (including shops, gym, days out, and events).
- Holiday of 25 days (plus bank holidays) and ability to buy/sell days.
- Cycle to work scheme, car pooling, and onsite parking available.
About Us:
Ecotricity is Britain's greenest energy company, dedicated to changing the way energy is made and used in Britain. We use the money from our customers' bills to make clean, renewable energy ourselves, building windmills and sun parks in Britain. We also focus on other sustainable initiatives, such as electric vehicle charging points and green mobile phone services.
