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Change Management Consultant

2 months ago

Leeds, Leeds, United Kingdom Engie Full time
About ENGIE

ENGIE employs 1,000 individuals in the UK, all dedicated to assisting the Group in achieving net-zero carbon by 2045. With over 20 years of experience in the UK energy sector, our investments span renewable energy sources such as solar, wind, hydro, and biogas, along with energy storage solutions. Notable ventures include First Hydro and Storengy.

We are committed to shaping a sustainable future by aligning economic success with a positive impact on society and the environment. If you are passionate about making a difference, we welcome you to join us in our mission to develop tomorrow's low carbon energy systems and tackle the challenges posed by climate change.

About the Role

This operational role focuses on customer interaction, where you will oversee the management of the customer change process, ensuring that all assigned sites have suitable supply terms and that any modifications are accurately documented. As a member of the Customer Data Change of Tenancy team, you will serve as a liaison between the Shared Service Centre (SSC) and back-office operational teams, guaranteeing that our customers and partners receive top-tier service consistently while meeting performance targets.

This position is hybrid, with a requirement to be present in the Leeds office for two days each week. We offer a competitive salary and benefits package, along with the opportunity to contribute to the energy transition.

Key Responsibilities
  • Manage Loss Notifications on a scheduled basis.
  • Support the recoveries and collections team during warrant days, validating leases.
  • Investigate and identify potential customer changes and facilitate the setup of change of customers (CoC's).
  • Ensure accurate and timely management of Customer Data Query tickets.
  • Guarantee that all deemed and other contract changes are established accurately and within set timelines.
  • Operate all processes efficiently and promptly, adhering to current business and industry standards, with a focus on delivering exceptional customer service.
  • Communicate effectively with customers, consultants, brokers, and third-party industry bodies via phone and email.
  • Comply with internal processes and risk frameworks while actively participating in identifying and implementing enhancements.
  • Keep management and the team informed of issues, ensuring timely escalations and detailed handovers.
  • Identify recurring themes in process and system issues that lead to high query volumes.
  • Assist the Credit Control team in resolving disputes promptly.
  • Support the team with the team inbox on a scheduled basis.
Knowledge and Skills:
  • Exceptional communication abilities (both written and verbal).
  • Strong verbal comprehension.
  • Numerical proficiency.
  • Proficient in Microsoft Office.
  • Demonstrated history of outstanding customer service.
  • Able to produce precise work under tight deadlines.
  • Strong organizational skills.
  • Practical problem-solving approach.
  • Ability to present information clearly.
  • Understanding of registration processes and the interdependencies between Sales, Customer Services, and related departments.
Experience and Qualifications
  • Prior experience in customer service.
  • Preferably, experience in a customer setup role.
  • GCSE Maths Grade C (or equivalent) or higher.
  • GCSE English Grade C (or equivalent) or higher.
Benefits We Offer
  • Flexible Working Arrangements
  • Bonus Program
  • Income Protection
  • Highly Competitive Employer Pension Contribution
  • Healthcare Cash Plan
  • myENGIE Discounts
  • Diverse Employer
Equal Opportunity

We are an equal opportunity employer, considering all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status, or any other protected characteristic. We recruit and develop our talent based on merit and are committed to fostering an inclusive environment for all employees. During the application process, you will be invited to complete an equality questionnaire on a voluntary basis, and any data collected will be treated confidentially and used solely for evaluation purposes. This helps us understand our audience and ensures we are doing everything possible to attract a diverse range of candidates while maintaining fair and inclusive recruitment processes.