Business Energy Expert

5 days ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time
About the Role

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

We are seeking a highly skilled and motivated individual to join our team as a Business Energy Expert. As a key member of our team, you will be responsible for providing exceptional customer service and support to our business customers.

Key Responsibilities:

  • Provide first contact resolution to business customers via phone, email, and face-to-face interactions.
  • Utilize industry knowledge and expertise to resolve customer queries and retain customer ownership.
  • Manage and adhere to service level and resolution targets for assigned customers.
  • Engage with non-customer facing teams to ensure customer requests are completed in a timely manner.
  • Ensure business customer accounts are accurate and all requests are completed first time to enable precise billing.
  • Take ownership of customer queries and ensure customers are responded to promptly and updated frequently.
  • Contribute to continuous improvement by providing constructive feedback and supporting process improvements that drive increased customer satisfaction.
  • Ensure customer resolution is compliant against industry standards.
  • Take ownership of customer complaints and prioritize and complete to customer satisfaction within agreed time scales.
  • Educate and coach customers on best practice for business energy use.

About You

You will have a thirst for knowledge and a desire to broaden your skills and energy industry knowledge base. We are looking for individuals who are passionate about providing excellent customer service and have a proven track record of setting customer expectations and doing the right thing within the compliance framework of the industry.

You will have exceptional time management skills, be able to multi-task, and meet targets while delivering the needs of our customers. You will be a superb communicator, able to influence and coach both internal and external customers on how best to use our services, while showing passion and enthusiasm for a greener Britain.

Requirements:

  • Excellent written and verbal communication skills across multiple channels.
  • Excellent time management with ability to prioritize workloads.
  • Flexible and adaptable to changes in working patterns and duties.
  • Good level of numeracy.
  • Good level of computer literacy including Microsoft Office packages.
  • Accuracy, tenacity, and integrity.

Specific Knowledge:

  • Utility industry knowledge and experience, including billing and metering.
  • Experience of customer relationship management systems.
  • Proven track record of working in a target-focused environment and driving successful performance.

We offer a range of benefits, including a healthcare plan, life assurance, and a generous pension contribution. We also offer volunteering days, company discounts, and a cycle to work scheme. As a valued member of our team, you will be supporting the Group Environmental policy and its associated targets to make Ecotricity net carbon neutral by 2025.

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