Job Description

Stroud/Hybrid/Remote UK Based.

The start date for this role is Thursday 13th of November

36.5 hours a week: Shift work between Monday to Friday 8.30am to 7.30pm, some Saturday and Sundays 9am-5pm and some Bank holidays 9-5pm

As a skilled Customer Service Agent, your mission is to provide exceptional service to every one of our customers, via our omni channel. This role predominately telephone based, however you will also assist customers via email, admin tasks and webchat at times.

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

Essential skills:

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.

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; and we 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.

Job Types: Full-time, Permanent

Pay: 25,150.00-27,150.00 per year

Benefits:

Additional leave Bereavement leave Canteen Casual dress Company events Company pension Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Life insurance On-site parking Private medical insurance Referral programme Sick pay Work from home
Application question(s):

Can you confirm you are aware this is a telephone based role and comfortable working in a contact centre environment? Will you now or in the future require sponsorship for employment visa status? Are you able to work evenings, weekends and bank holidays when required? Initial training will commence on 13th of November until 28th of November, can you confirm you do not have holiday booked in and understand that no holiday can be approved during this training period?
Work authorisation:

United Kingdom (required)
Work Location: Remote