B2B Energy Expert

Green Britain Group; Stroud; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A renewable energy company in the UK is seeking dedicated customer service professionals who are passionate about sustainability. You will provide exceptional support to business customers through phone and electronic interactions, manage service level targets, and educate clients on energy usage best practices. Benefits include a healthcare plan, hybrid working, and generous leave policies.

Benefits

Healthcare plan

Generous pension contribution

Volunteering Day

Holiday of 25 days

Cycle to work scheme

Qualifications

• Experience working in a target focused environment.
• Ability to educate and coach customers.
• Flexibility and adaptability to changes in working patterns.

Responsibilities

• Provide exceptional customer service through various channels.
• Manage and adhere to service level targets for assigned customers.
• Take ownership of customer complaints and resolve them in a timely manner.

Skills

Excellent time management with ability to prioritise workloads

Good level of numeracy

Good level of computer literacy including Microsoft Office packages

Excellent problem solving and communication skills

Education

Utility industry knowledge & experience

Tools

Customer Relationship Management Systems

Job description

Our Energy Experts are a one stop shop for any customerquery.We are usingcutting edgetechnology to get our customers talking to the right person - first time. Wedon’tgive our people scripts, we want you to be yourself while helping our customers at the same time.

The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key.

About the team…

Energy companies expect customers to wait a lifetime to be answered…. Our team get to our customers much sooner, we have a person on the end of the phone, itdoesn’tmatter what the customer query is, we are here to help. We support and train our people to deal with any question a customer may ask; and our people own the customer interaction from start tofinish,wedon’tpass our customers from pillar to post. Top class customer service is what we pride ourselves on and if your passion is to treat customers fairly and provide awesome customer service this is the team for you.

The B2B department is vibrant, fast-pacedand friendly but extremely professional with customer experience always its primary focus. We are currently amid a transformational programme of change all aimed at improving the service we offer to our customers and our people are at the front of our initiatives.

Join our team and help us achieve our mission!

Core Responsibilities

• Provide exceptional customer centric service delivering first contact resolution to our businesscustomers via inbound and outbound phonecontact, our electronic platforms and face-to-face interactions.
• Proactive and positive approach utilising the skills andexpertiseof those in the wider business areas to resolve customer queries, whilstretainingcustomer ownership.
• Manage and adhere to service level and resolution targets for assignedcustomers
• To engage with non-customer facing teams to ensure customer requests are completed in a timelymanner
• To ensure our businesscustomer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers
• To take responsibility and ownership for customer queries ensuring the customer is responded to promptly & updatedfrequently
• Continuous improvement - Provide constructive feedback, contribute, and support process improvements that will drive increased customer satisfaction striving to improve our customers’ journey with us.
• Effective customer resolution ensuring information is compliant against Industry standards.
• Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales.
• Educate, coach and influence customers on best practice for business energyuse
• Any other ad-hoc duties as requested by Leadership & Management.

Successful Candidates will receive full system and process training through our Departmental and Academy trainingprogrammes,however industry knowledge andpreviousexperience is pivotal.

About You

Y ou’ll have a thirst for knowledge and keen to broaden your skills and energy industry knowledge base. We are looking for people who aresuperpassionate about providing excellent customer serviceand have a proven track record – Setting customer expectations from the offand doing the right thing for our customers within the compliance framework of the industry.

As an individual you’ll have exceptional timemanagement skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of our customers. You’ll be a superb communicator, who is able to influence and coach both our internal and external customers how best to use our services, whilst showing passion and enthusiasm for a greener Britain.

Skill Set Required

Excellent time management with ability toprioritise 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 & Integrity.

Specific Knowledge Required

Utility industry knowledge & experience.(Including Billing & Metering)

Experience of Customer Relationship Management Systems

Proven track record of working in a target focused environment and driving successful performance.

Requirements

• Excellent analytical and statistical skills, and high attention to detail
• Excellent problem solving and communication skills
• Experience monitoring results within a CRM, and using metrics and dashboards to identify opportunities.

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; andwe launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.