At a Glance
- Tasks: Deliver exceptional customer service via phone, email, and live chat.
- Company: Join Ecotricity, Britain's greenest energy company, making a real impact.
- Benefits: Enjoy healthcare, generous pension, hybrid working, and 25 days holiday.
- Other info: Flexible role with opportunities for personal growth and sustainability initiatives.
- Why this job: Be part of a mission to revolutionise energy use in Britain.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
The predicted salary is between 25000 - 30000 € per year.
Stroud - Office based. The start date for this role is Monday 3rd August 2026 and Assessment Centres will take place on w/c 15th and 22nd June 2026 in Stroud.
36.5 hours a week: Shift work between Monday to Friday 8.30am to 7.30pm, some Saturdays 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 including telephony, email and admin tasks. You will be taking ownership of customer queries to offer first contact resolution where possible, for customer queries regarding a variety of areas, including billing, pay as you go, and home move operations.
Core Responsibilities:
- Take full responsibility for all customers you deal with, delivering end to end customer service.
- Act 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.
- Engage with other areas of the business to ensure customer requests are completed in a timely manner.
- 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 a 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 practice for domestic energy use.
- Comply with all DPA and GDPR guidelines.
- Any other ad-hoc duties as requested by Leadership & Management.
About You
Essential skills:
- Existing customer service experience will be advantageous.
- Enthusiastic, 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, 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. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'. 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.
Customer Service Agent in Stroud employer: Ecotricity Jobs
Ecotricity is an exceptional employer located in Stroud, offering a vibrant work culture that prioritises employee well-being and sustainability. With benefits such as a comprehensive healthcare plan, generous pension contributions, and opportunities for hybrid working, employees are supported both personally and professionally. The company fosters growth through continuous learning and engagement in meaningful projects that contribute to environmental sustainability, making it an ideal workplace for those passionate about making a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Stroud
✨Tip Number 1
Get to know the company! Before your interview, dive into Ecotricity's mission and values. Understanding their commitment to green energy will help you connect your passion for customer service with their goals.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be handling various customer queries, think of examples where you've successfully resolved issues in the past. This will show you're proactive and ready to take ownership.
✨Tip Number 3
Be ready to showcase your communication skills! During the assessment centre, demonstrate how you can effectively engage with customers across different channels. Remember, it's all about making that connection!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on being part of our team at Ecotricity. Let's make a difference together!
We think you need these skills to ace Customer Service Agent in Stroud
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your existing customer service experience in your application. We want to see how you've handled customer queries and complaints in the past, so share specific examples that demonstrate your skills!
Be Enthusiastic and Proactive:We love candidates who are enthusiastic and take the initiative! In your written application, express your passion for customer service and how you enjoy problem-solving. Let us know how you can bring that energy to our team.
Tailor Your Application:Take a moment to read through the job description and align your application with our core responsibilities. Use similar language and keywords to show that you understand what we’re looking for in a Customer Service Agent.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Ecotricity Jobs
✨Know the Company Inside Out
Before your interview, take some time to research Ecotricity. Understand their mission, values, and the unique services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences that highlight your customer service skills. Think about times when you resolved a difficult issue or went above and beyond for a customer. This will demonstrate your ability to take ownership of customer queries, which is crucial for this role.
✨Practice Problem-Solving Scenarios
Since the role involves problem-solving, practice answering situational questions. For instance, how would you handle a customer complaint? Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Be Ready for Multi-Channel Questions
As a Customer Service Agent, you'll be dealing with various communication channels. Be prepared to discuss your experience with telephony, email, and live chat. Highlight any specific tools or software you've used, as well as your comfort level in switching between these channels.
