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For Companies At a Glance
- Tasks: Join our team to provide top-notch customer service through calls and emails.
- Company: Be part of Ecotricity, Britain's greenest energy company, leading the charge for renewable energy.
- Benefits: Enjoy healthcare, hybrid work options, 25 days holiday, and various discounts.
- Why this job: Make a real impact while working in a supportive, fun environment with awesome teammates.
- Qualifications: Previous customer service experience is a plus; strong communication and problem-solving skills are essential.
- Other info: Flexibility is key as tasks may vary based on business needs.
The predicted salary is between 30000 - 42000 £ per year.
About The Role
Great customer service is not rocket science. It’s about keeping our promises, and fixing problems quickly. In essence it’s about treating our customers the way we like to be treated.
The Ecotalk Customer Service Team are the face of our business. We lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later. This role involves a mix of hands-on customer case management, inbound phone and email contact as well as supporting other colleagues and departments as and when the business needs.
We’re looking for like-minded people to join our Ecotalk service team, to provide exceptional service to all our customers. Our Ecotalk Customer Service team is a one stop shop for any customer query; we are using cutting edge technology to get our customers talking to the right person – first time. We don’t give 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.
What you will do…
- Provide first class customer service in all interactions, focused mainly on inbound and outbound phone calls, delivering first contact resolution.
- Ensure our customer accounts are correct and all requests are completed accurately.
- To take responsibility and ownership for customer queries ensuring the customer is responded too promptly & updated frequently.
- Mobile port ins for customers who want to keep their mobile phone number.
- Managing customer queries via email and social media.
- Adapt to the business needs when required.
- Working with your Line Manager to achieve personal and team objectives.
- Other projects and ad-hoc tasks deemed in line with the wider ongoing needs of the Team and Ecotalk as a whole.
About You
Some previous customer service experience would be helpful – but anything relevant will be considered. If you want to be part of our awesome team, enjoy working with a great bunch of people and are supportive to others in a busy environment, this may be right for you.
We also need you to have a good grasp of numbers and be able to talk confidently to customers in the person and on the phone, although of course we’ll give you training. Being happy and accurate working with detail is really important, and you’ll often need to organise and prioritise your own work.
Knowledge, skills and experience:
- Ability to build rapport
- Experience in providing an excellent level of customer service
- Good computer literacy, including Microsoft word and Excel
- Excellent listening skills and verbal & written communication skills
- Effective objection handling
- Numeracy and problem-solving skills
- Excellent attention to detail
- Experience in using multiple IT systems simultaneously
- The ability to work with reports from several systems containing vital information.
- Capable of working with financial aspects of the procedures.
Attributes:
- Manages relationships effectively both internally and externally
- Methodical and organised, managing own work
- Is receptive to feedback and acts accordingly
- Exceptional team player who builds open and supportive relationships
- Flexible and adaptable approach to work
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 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 gas mills 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 gas mill, 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.
Ecotalk is an equal opportunities employer and is committed to providing equality for all.
Ecotalk Advisor employer: Ecotalk
Contact Detail:
Ecotalk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecotalk Advisor
✨Tip Number 1
Familiarize yourself with Ecotalk's mission and values. Understanding how we aim to provide exceptional customer service while promoting green energy will help you align your responses during the interview.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role involves a lot of inbound and outbound calls, being able to convey information clearly and confidently is crucial.
✨Tip Number 3
Showcase your problem-solving abilities. Be prepared to discuss examples from your past experiences where you successfully resolved customer issues or handled objections effectively.
✨Tip Number 4
Demonstrate your adaptability. The role requires flexibility in managing various tasks, so be ready to share instances where you've successfully adjusted to changing priorities or worked under pressure.
We think you need these skills to ace Ecotalk Advisor
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Ecotalk Advisor position. Understand the key responsibilities and required skills, such as customer service experience and effective communication.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service. Emphasize any previous roles where you managed customer queries or provided support, showcasing your ability to build rapport and solve problems.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your alignment with Ecotalk's values. Mention specific examples of how you've delivered excellent service in the past and how you can contribute to their mission.
Showcase Your Skills: In your application, make sure to highlight your computer literacy, attention to detail, and problem-solving abilities. Provide examples of how you've effectively used these skills in previous roles to enhance customer satisfaction.
How to prepare for a job interview at Ecotalk
✨Show Your Customer Service Skills
Be prepared to share specific examples of how you've provided excellent customer service in the past. Highlight your ability to resolve issues quickly and effectively, as this role emphasizes first contact resolution.
✨Demonstrate Your Problem-Solving Abilities
During the interview, be ready to discuss how you approach problem-solving. Use examples that showcase your numeracy skills and attention to detail, as these are crucial for managing customer queries accurately.
✨Emphasize Teamwork and Adaptability
Ecotalk values team players who can adapt to changing business needs. Share experiences where you've worked collaboratively with others and how you've adjusted to new challenges or tasks.
✨Communicate Clearly and Confidently
Since the role involves a lot of phone and email communication, practice articulating your thoughts clearly. Show that you can listen actively and respond appropriately, which is key to building rapport with customers.
