Overview
Join our team as an Energy Specialist and take full, end-to-end ownership of the customer experience. You won\'t just wow our customers; you\'ll be the pivotal point for their entire journey, delivering exceptional service amidst the dynamic energy revolution.
We\'re looking for a highly motivated, customer-focused individual with a passion for energy and a drive for continuous improvement. Thrive in a fast-paced environment where you\'ll help our customers find easy-to-understand solutions to their complex problems.
Responsibilities
End-to-End Ownership: Take complete responsibility for every customer query, from first contact to final resolution. You\\\'ll handle a variety of challenges, from billing to meter exchanges, ensuring no unnecessary handoffs.
Exceptional Service: Provide outstanding, proactive customer service over the phone and via email. Handle sensitive situations with empathy, always going the extra mile to offer fantastic, satisfying solutions.
Customer Advocacy: Act as the voice of the customer internally, using your insights to drive continuous improvement in our products and processes.
Be the Specialist: Continuously expand your knowledge of rapidly evolving energy market regulations and technology through self-led learning and company-provided training.
Integrity and Trust: Handle customer data and sensitive information with the highest level of professionalism and integrity.
Qualifications and Attributes
Passion for People: You are genuinely passionate about delivering an exceptional customer experience and fostering genuine customer loyalty.
Resilience and Problem Solving: You are resilient and excited to tackle complex problems, maintaining a positive attitude even during challenging customer interactions.
Agile Mindset: You thrive in an ever-changing, fast-paced environment, quickly adapting to new policies, system updates, and business priorities.
Communication Power: Great communicator with strong English skills (written and verbal), able to translate complex issues into easy-to-understand solutions.
Team Collaboration: A true team player who contributes positively through open communication, knowledge sharing, and a willingness to support colleagues.
Confident Decision Maker: Confident in making decisions and embracing change to achieve the best outcome for the customer.
Nice to have
Previous Customer Service Experience: (Don\\\'t worry if you\\\'re new to energy, we\\\'ll provide full training!)
What you need to know
This role may close earlier due to high application volumes.
Salary and career progression: The starting salary is £24,983. We offer specialist pathways to progress from Foundation to Pro (£26,856) with opportunities to reach Expert level, offering an earning potential of £30,573.
Working arrangements: Flexible and hybrid working, Monday - Friday 9am - 5pm. You may work 2-3 days per week with your team in hubs that provide social spaces with snacks and drinks.
Benefits: We have a market-leading benefits package and family-friendly policies, including paid fertility leave, neonatal leave and equal parent leave. We offer 26 days of annual leave plus bank holidays, with optional buy of 2 additional weeks, plus a generous pension contribution and paid birthday time off.
Important Information
DBS check and right to work: A basic DBS check is required for successful candidates. This role is not sponsorable under the UKVI points-based system.
Contract options: Full-time and part-time hours available between 9:00-5:00, Monday-Friday.
