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Customer Experience Executive

4 months ago

Birmingham UK, West Midlands, United Kingdom THE STUDENT ENERGY GROUP Full time

Who are we?


The Student Energy Group provides simple monthly statements that cover green energy, water, broadband, and TV license services. We aim to make our customers' lives as easy as possible, but we don’t want to stop there We want to go further. We want to make a difference in the environment We will make a stand for our precious planet; together.


As a company, we are relatively young but growing extremely quickly which is why we’re looking for someone to join our family and help shape the future of The Student Energy Group.


Although the role is detailed below and it's important you’ve got the skill set the most important part for us is the culture fit. We want all members of the TSEG family to live by this one value…


“DOING THE RIGHT THING – BY EVERYONE”


It’s a simple one but it’s at the core of what we do. Do the right thing for our customers and do the right thing for each other. We also have some pledges, you can see these on our website.


We’ll ask you about how we run our company, we’ll ask for your feedback, your thoughts and ideas and we WILL listen.


You’ll need drive, determination, enthusiasm, and a desire to be your best self every day. In return you’ll get a great salary, awesome benefits like private medical care, work in our fantastic new office in the Jewellery Quarter and you’ll join one of the fastest-growing companies in the UK.



What’s the role?

This role is all about balance, between the necessity of trying to reduce our debt level in a way that is compatible with our company ethos.


Purpose:


Working in our Customer Experience Department you will be responsible for resolving a wide range of customer enquiries including supporting customers transferring from other providers, billing queries, and other queries via phone, email, and other methods of communication.

This role offers substantial variety in the wide range of conversations with our customers and gives an excellent opportunity to demonstrate your passion for delivering Excellent Customer Service.


Protecting the customer experience and our business is our highest priority and your experience will allow you to contribute to continuous improvement schemes so we continue to deliver the very best experience.



What can you expect from us?


We will ensure you have all the necessary tools to perform the role to the best of your abilities.


In addition, aside from joining our family and one of the fastest growing companies in the UK you’ll get a great salary and awesome benefits such as…

· Full private medical care for you

· Death in service cover

· Bonus scheme of up to 20% based on personal and company targets

· Social events once per quarter

· Support with educational qualifications (dependent on role)

· Company pension

· Sick pay



The Package


Salary: TBC

Bonus Scheme

Hybrid office-based working hours: 9am – 5pm (2 days at home, 3 days in) from our Birmingham office

Holidays: 25 days + Bank holidays

Bupa Health & Dental Insurance Available


Responsibilities


· Dealing with customer enquiries

· Dealing with customer complaints in the first instance

· To escalate enquiries to the correct team members

· To be able to deal with a number of different software which includes but is not limited to Microsoft packages, Zendesk, Slack.

· Ability to build rapport and assist customers in an empathetic and confident manner

· Any other roles and responsibilities commensurate with the role at the Managers’ request.


Experience & Requirements


Skills:

  • Excellent customer service skills
  • Self-motivated with strong organisational skills and the ability to multi-task
  • Ability to work in a fast-paced environment
  • A Customer-Centric mentality
  • You will need to be digitally savvy as you will be working across multiple systems
  • We work across a variety of contact channels; calls, webchat, messaging services so you should and have fantastic communication skills, both written and verbal

Experience:

At least 6 months of direct experience in customer service, preferably gained within a utility environment


Education/Qualifications:

  • Customer service level 2 (desired but not required)