Query Resolution Specialist

**Company Description**:
Under the Energy as a Service (EAAS) division of Zenergi, several functions work cohesively to support the customer journey,

allowing individuals to remain focused on key tasks, whilst maintaining outstanding customer service at all times.

In an exciting environment of continuous growth; of customers, employees, regions and even the sectors within

which we operate, we are looking for accomplished individuals who are passionate about customer service, focused

on maintaining high standards and delivering results in line with business objectives.

As a **Query Resolution Specialist** your primary responsibility is to manage to resolution all supplier facing queries on behalf of our customers. This varied role relies on good working relationships with our supplier contacts, whilst maintaining focus on efficient and effective query resolution.

**Position**:
**Key deliverables**:

- Responsible for managing queries to resolution for dedicated portfolio of customers. Including, but not limited to;
- Validation of a high volume of water invoices (via data entry into customer databases) highlighting and effectively dealing with all discrepancies and related tasks.
- Ensuring the query is fully understood, asking clarifying questions and all relevant supporting evidence is available to proceed. Queries may be raised by internal colleagues, the customer or the supplier.
- Strive for the right outcome for the customer and the business, be confident in challenging suppliers and other stakeholders where appropriate.
- Demonstrate agility, often managing several queries of different nature at any one time
- Complete all administrative requirements in relation to the query resolution process, and maintain up to date records on behalf of all stakeholders
- Responsible for the receipt of water services related telephone enquiries, re-directing them to an appropriate team member as required. As a first point of contact on behalf of the Company this is an important part of the role, requiring a professional telephone manner and excellent interpersonal skills to ensure the Company’s reputation for excellent customer service is maintained.
- Completion and submission of documentation to allow for smooth progression of projects including the management of Trade Effluent Consents and Change of Tenancy processes.
- Build and maintain a positive working relationship with suppliers, primarily day-to-day interactions but also attending meetings as the associated query specialist where relevant to provide constructive feedback on performance, and raise any risks or concerns
- Supporting team members with additional project support when required.
- Build relationships with other stakeholders within the Zenergi group, maintain effective communication & provide consistent support with the core objective of delighting our customers
- Escalate any queries that present a risk in terms of potential compensation or reputational damage, to ensure this can be supported as required

**Requirements**:
**Requirements - experience (useful but not essential)**:

- Numeracy skills
- Data entry experience
- PowerBI and Microsoft Office including Excel, Word and Outlook
- Full UK driving license and a willingness to visit regional offices where appropriate
- Customer service experience
- An understanding of the energy supply industries would be an advantage

**Requirements - personal characteristics**
- Demonstrate a positive ‘can do attitude’ and go that ‘extra mile’
- Team player who will fit into the Zenergi ethos and willing to help others when required
- Ability to hit targets under pressure
- Pro-active mentality with strong multi task and self-time management skills
- Meticulous attention to detail

**Other information**:
**Other points**:

- ** Job Type**:Full time - permanent
- **Location**:Office based
- Bradford on Avon
- ** Hours**:37.5 (09am - 5pm 30-minute lunch break)
- **Salary**:£21,000-£23,000 based on experience + KPI related bonus (after successful completion of probation)
- ** Benefits**:

- Pension scheme current minimum contributions are 4% Employer 5% Employee.
- 23 days holiday + bank holidays. Increasing to 25 days after 5 years service.
- Employee Benefit Trust eligibility after 2 years.
- Employee EV Scheme
- Yearly Company events. Strat highlights video - YouTube (ctrl click)
- Zen points: recognition of your hard work
- points go towards a Love2Shop card.
- Benefits pot: Each year there will be a selection of items to choose from, such as a birthday treat, and a HR treat such as additional holiday. (Available after successful completion of probation)
- Zen Academy: A bespoke training programme open to everyone who wishes to develop themselves.