Utilities Migration Expert

2 weeks ago

Glasgow, United Kingdom CV-Library Full time

Utilities Migration Expert

Glasgow

£24,000 per annum

As a Utilities Migration Expert, you will be responsible for providing advice and guidance to resolve complex utilities customer account queries across our utilities customer base. You will support with the migration of our utilities customers to our partner and help set up new ways of working. This will include guiding our customers on a range of issues with customer resolution at the forefront, covering multiple scenarios including billing, onboarding and offboarding, Change of Tenancy, meter reads, settlement and usage disputes.

What we want you to do

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Carry out complex account reviews to identify the root cause of how the customer issue started and how to resolve it.

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Use extensive product knowledge to understand and explain issues to customers, confirming the proposed resolution clearly to gain a successful conclusion.

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Act as an escalation point to resolve utilities customer complaints, reaching a fair and amicable resolution that balances customer expectations against commercial interests.

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Liaise with customers and 3rd parties by phone, email, letter and SMS, aiming to resolve issues quickly and efficiently.

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Use extensive Change of Tenancy (COT) process knowledge to complete incomplete/failed COTS and fully onboard/offboard customers.

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Guide and educate our customers in financial difficulty, sign posting them to the correct support to resolve the debt situation, agreeing a payment or payment plan and re-setting direct debits to avoid future debts.

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Complete all reports, system and CRM updates in a timely and accurate manner, exceeding expectations in quality.

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Perform all activity within regulatory standards, GDPR and company processes, policies and procedures.

What success in the role looks like

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Achieve all monthly productivity and performance targets in a consistent manner.

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Operate within our quality guidelines, behaviours, and values at all times.

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Receive positive feed from partners and internal teams.

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Known for being straightforward and united by our colleagues within Clear Business.

What you need to have already done to be right for this role

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Previous experience in a B2B customer role where exceptional customer experience has been provided.

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An in-depth understanding of B2B customer care processes and the regulatory requirements impacting B2B organisations.

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Previous experience in a Utilities or Change of Tenancy role, preferred

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An in-depth understanding of B2B customer care processes including Change of tenancy and cash collection processes.

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An in-depth understanding of the effective use of Customer CRM, and/or Lead Management systems.

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Previous experience of working with and supporting partners.

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Excellent written and verbal communications skills, with an ability to adapt communication styles to individual customers.

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High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.

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A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.

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Ability to work on own and part of a team remaining calm under pressure is a fast-paced environment.

What happens next

If you’re looking for a new challenge and to be part of our continued success click ‘Apply’ today to take the next step in your career.

Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks

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