Job Description
Salary Details:
£23,000 - £26,935 DOE with a £2,500 OTE
About The Role
Please note start date for this role is 11th November 2024
As a skilled Customer Service Agent, your mission is to provide exceptional service to every one of our customers, via our omni channel including telephony, email, admin tasks and webchat.
You will be taking ownership of customer queries to offer first contact resolution where possible, for customer queries regarding a variety of areas, but including, in life, billing, pay as you go, and home move operations.
Core Responsibilities
- Taking full responsibility for all customers you deal with, delivering end to end customer service.
- Acting as the primary point of contact for customers through multi channels such as telephone, email, app and live chat
- Manage and adhere to service level and resolution targets for customers and contacts.
- To engage with other areas of the business to ensure customer requests are completed in a timely manner.
- To ensure our customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers.
- Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales.
- Take ownership to drive down our unbilled accounts (failed and draft bills)
- Process and home move in or a move out, ensuring an accurate final bill is produced and any credits refunded.
- Educate, coach and influence customers on best practise for domestic energy use.
- Any other ad-hoc duties as requested by Leadership & Management.
- To comply with all DPA and GDPR guidelines
Shift work between Monday to Friday 8.30am to 7.30pm, some Saturday and Sundays 9am-5pm and some bank holidays 9-5pm
About You
- Enthusiastic and proactive and comfortable in taking the lead across cross functional departments at all levels.
- Is curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
- Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.
- Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
- Passionate about what they do and about making a difference.
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, gym, 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 targets to make the Green Britain Group net carbon neutral by 2025
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 it's people in the best possible way at all times and helps the employees to make 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 and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.