Business Service Energy Expert in Stroud

Our Energy Experts are a one stop shop for any customer query, using cutting edge technology to connect customers with the right person - first time. We don’t give our people scripts; we want you to be yourself while helping our customers. The role involves a mixture of inbound and outbound work for assigned customers that need follow-up. Managing your own time and prioritising your work will be key.

Energy companies expect customers to wait a lifetime to be answered. Our team gets to our customers much sooner, providing a personal touch for any query. We support and train our people to handle any question a customer may ask, owning the customer interaction from start to finish without passing them around. Top class customer service is our pride, and if your passion is to treat customers fairly and provide excellent service, this is the team for you.

The B2B department is vibrant, fast-paced, friendly, and extremely professional, with customer experience always being its primary focus. We are currently amid a transformational programme aimed at improving the service we offer to our customers, with our people at the forefront of these initiatives. You'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire, as the role requires office presence. Interviews will commence from 7th April 2026.

Core Responsibilities:

• Provide exceptional customer-centric service delivering first contact resolution to our Business customers via inbound and outbound phone contact, electronic platforms, and face-to-face interactions.
• Proactive and positive approach utilising the skills and expertise of those in wider business areas to resolve customer queries while retaining customer ownership.
• Manage and adhere to service level and resolution targets for assigned customers.
• Engage with non-customer-facing teams to ensure customer requests are completed in a timely manner.
• Ensure Business customer accounts are correct and all requests are completed accurately to enable precise billing.
• Effective customer resolution ensuring information is compliant with Industry standards.
• Take ownership of customer complaints, prioritising and completing them to the customer’s satisfaction within agreed time scales.
• Excellent written and verbal communication skills across multiple channels.
• Excellent time management with the ability to prioritise workloads.
• Flexible and adaptable to changes in working patterns and duties.
• Good level of computer literacy including Microsoft Office packages.
• Accuracy, Tenacity & Integrity.

About You:

If you have a thirst for knowledge and are keen to broaden your skills and energy industry knowledge base, we are looking for people who are passionate about providing excellent customer service and have a proven track record. You should be able to set customer expectations from the outset and do the right thing for our customers within the compliance framework of the industry.

As an individual, you’ll have exceptional time management skills and the ability to multi-task, enabling you to meet targets and deliver on customer needs. You’ll be a superb communicator, able to influence and coach both internal and external customers on how best to use our services, while showing passion and enthusiasm for a greener Britain.

Essential skills:

• Excellent and professional customer interaction/telephony skills delivering high levels of customer service in either face-to-face or office-based roles.
• Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages, Sales Force, and Junifer).
• Utility industry knowledge and experience (including Billing & Metering).
• Experience of Customer Relationship Management Systems.
• Proven track record of working in a target-focused environment and driving successful performance.
• High level of resilience and positivity managing change in an ever-evolving energy market while providing support and reassuring advice to customers facing financial challenges.
• Enjoys working with others, building rapport with customers and colleagues but also thrives independently.
• Able to listen, speak, and write confidently with great attention to detail.
• Takes ownership of complex issues, working with customers or colleagues to find solutions and deliver them in a friendly and timely manner.

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 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company. It’s more than just green energy – the breadth and depth of our work on green issues is unmatched. Since 1995, we have been the first company in the world to provide a new kind of electricity - the green kind. Our mission 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 have built windmills and sun parks in Britain.

We don't just focus on energy; 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.