Senior Customer Service Executive

You will be primarily responsible for providing senior support to the Smart Generation Operations Team to ensure a seamless customer journey through Smart Generation Operations by acting as an Energy Advisor across all team functions.

**What skills/experience do I need to be successful?**
- Work experience in similar position previously with transferable skills;
- High-level analysis experience and ability to advise the Sales team and relevant stakeholders on pricing elements, deal-entry, contract execution, and billing set-up as they relate to the current market and pricing parameters;
- High-level analysis experience and ability to advise customers and relevant stakeholders of billing elements, statement detail, and methodology;
- Positive attitude to POD working and change.

**How will I spend my time in this role?**
- Ensure all Operational processes are adhered to, and ‘how-to’ guides are followed to avoid errors. Create how-to guides or GetSmart videos if not already available;
- Preparation of accurate and timely statements, using all necessary software and tools;
- Demonstrate excellent Team working, by supporting colleagues during busy periods and being able to re-prioritise own workloads where possible to enable deadlines to be met across the team;
- Management of all relevant Operations Inboxes, ensuring all requests are completed within their appropriate timelines;
- Provide comprehensive administrative and analytical support to the Smart Generation Sales team. Including all necessary ad hoc tasks needed to gain and maintain customers;
- Professional and efficient communications with and delivery of information to the following teams: Business Development, Origination, Volume Risk, Trade Control, Trading, Credit Risk, Billing;
- Providing comprehensive support to the Renewables Sales (primarily high-value Key Accounts) and Origination functions;
- Report on workflow, irregularities/errors, or areas of concern to Smart Generation Manager and Team Leader or appropriate stakeholder;
- Generating timeous and relevant reports/checks to ensure business continuity i.e. Unbilled, Volume Risk, Bespoke customer reporting;
- Attending customer meetings and/ or SmartestEnergy events as required, making and or supporting presentations;
- Training and mentoring junior team members and colleagues in other teams;
- Delegate for Smart Generation Manager and TL as and when required to make decisions and own responsibility for team processes, tasks, systems, and tools;
- Acting as Subject Matter Expert for business change and other projects as required;
- Being accountable for each process even when delegating to colleague or new staff;
- Investigating system enhancements and working closely with appropriate stakeholders to complete bugs and tasks via Dev ops;
- Taking the lead on projects with tight deadlines and managing work to be completed by Cognizant and Transact;
- Ability to perform Wholesale Billing, Flexi statementing, DUoS Statementing, SETSA billing, and Master Customer Database Management.

**What sets us apart?**
- ** Global Impact**: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
- **Flexible Working**: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Check out all our benefits here
- **Commitment to Diversity and Inclusion**: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

**What does hybrid working mean to us?**

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

**What happens next?**

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