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Client Experience Manager

2 months ago

Kirkham, Lancashire, United Kingdom Inspired Energy Solutions Ltd Full time
Job Description

**Job Title:** Service Delivery Specialist

**Company:** Inspired Energy Solutions Ltd

**Job Type:** Full-time

**Location:** Home Based/Office

We are seeking a highly skilled Service Delivery Specialist to join our successful Key Accounts team. As a Service Delivery Specialist, you will be responsible for ensuring a high level of customer satisfaction through accurate and effective service delivery to a portfolio of clients or tasks assigned to them.

Key Responsibilities:
  1. Provide a first-class client experience to internal and external stakeholders.
  2. Accountability for ensuring allocated clients have complete and accurate invoice and data acquisition, entry and validation within customer agreed SLA timescales.
  3. Maintain database(s) with accurate data in a timely manner.
  4. Ensure debt and disconnection correspondence is resolved as soon as possible.
  5. Resolve telephone and email billing and reporting enquiries from customers and suppliers.
  6. Raise queries and change of tenancies with suppliers via phone/email and follow through to resolution.
  7. Maintain and develop effective working relationships with supplier and customer contacts.
  8. Production and issue of payment files, cost and consumption reports to allocated clients.
  9. Build knowledge of the energy industry and develop an understanding of queries and resolution.
  10. Support internal and external stakeholders with data and analysis related issues.
  11. Support Account Manager with various operational tasks and requirements.
  12. Siteworks - support meter site operations team with supply contracts for new connections.
  13. Sales processing on CRM system.
  14. Pricing and tendering.
Requirements:
  1. A good working knowledge of Microsoft Office applications, particularly Excel.
  2. Customer service skills.
  3. Effective communication.
  4. Develop an understanding of all internal processes required to carry out role analytical skills.
  5. Demonstrate an aptitude for recognising patterns and inconsistencies relating to billing and consumption data.
  6. Attention to detail.
  7. Maintain a high level of accuracy in regard to email, files, reports and internal systems teamwork.
  8. Ability to adapt to changing client needs and circumstances.
What We Offer:
  1. Training and development opportunities.
  2. Company pension.
  3. Flexible work hours.
  4. Sharesave scheme.
  5. Life insurance.
  6. 4pm finish on Friday.