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- Tasks: Help customers with their energy queries using innovative tech, no scripts needed!
- Company: Join Ecotricity, Britain's greenest energy company, leading the charge for renewable energy.
- Benefits: Enjoy hybrid working, healthcare plans, generous holidays, and discounts on various services.
- Why this job: Be part of a vibrant team focused on exceptional customer service and sustainability.
- Qualifications: Passion for customer service, excellent communication skills, and a knack for time management required.
- Other info: Opportunity to contribute to environmental initiatives while developing your career in a dynamic industry.
The predicted salary is between 20400 - 24008 £ per year.
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 will involve a mixture of inbound work and outbound follow-up for assigned customers. Managing your own time and prioritising your work will be key.
About the team… Our team gets to our customers much sooner, providing a person on the end of the phone for any query. We support and train our people to deal with any question a customer may ask, owning the customer interaction from start to finish. Top class customer service is what we pride ourselves on, 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 its primary focus. We are currently amid a transformational programme aimed at improving the service we offer to our customers.
About You: You’ll have a thirst for knowledge and be 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’ll have exceptional time management skills and be able to multi-task, enabling you to meet targets and deliver the needs of our customers. You’ll be a superb communicator, able to influence and coach both internal and external customers on how best to use our services.
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 the wider business areas to resolve customer queries, whilst 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 our business customer accounts are correct and all requests are completed accurately to enable precise billing.
- Take responsibility and ownership for customer queries ensuring prompt responses and frequent updates.
- Provide constructive feedback and support process improvements that will drive increased customer satisfaction.
- Ensure information is compliant against Industry standards.
- Take ownership of customer complaints, prioritising and completing them to the customer’s satisfaction within agreed time scales.
- Educate, coach, and influence customers on best practices for business energy use.
Skill Set Required:
- Excellent written & verbal communication skills across multiple channels.
- Excellent time management with ability to prioritise workloads.
- Flexible and adaptable to changes in working patterns and duties.
- Good level of numeracy and computer literacy including Microsoft Office packages.
- Accuracy, Tenacity & Integrity.
Specific Knowledge Required:
- Utility industry knowledge & experience (Including Billing & Metering).
- Experience of Customer Relationship Management Systems.
- Proven track record of working in a target focused environment.
Attributes:
- We are energetic, enthusiastic, and passionate about what we do.
- We strive to be open, fair, and ethical.
- We are team players who work together to make things better.
- We continually reappraise our methods as circumstances change.
- We treat other people with respect.
What's in it for you:
- Healthcare plan, life assurance, and generous pension contribution.
- Volunteering Day and 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.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
B2B Customer Service Energy Expert (Stroud) employer: Ecotricity
Contact Detail:
Ecotricity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land B2B Customer Service Energy Expert (Stroud)
✨Tip Number 1
Familiarise yourself with the energy industry, especially the B2B sector. Understanding the current trends and challenges in the energy market will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully resolved customer issues in the past. Be ready to discuss specific situations where you went above and beyond to ensure customer satisfaction.
✨Tip Number 3
Demonstrate your time management abilities by discussing how you prioritise tasks and manage workloads effectively. This is crucial for the role, so having concrete examples will set you apart.
✨Tip Number 4
Express your passion for sustainability and green energy. Since Ecotricity is focused on renewable energy, showing that you share their values can make a strong impression during your interactions with the team.
We think you need these skills to ace B2B Customer Service Energy Expert (Stroud)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, particularly in a B2B context. Emphasise any relevant skills such as time management, communication, and problem-solving that align with the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for providing excellent customer service and your enthusiasm for working in the energy sector. Mention specific examples of how you've successfully resolved customer queries in the past.
Showcase Relevant Experience: If you have experience in the utility industry or with Customer Relationship Management Systems, make sure to highlight this in your application. This will demonstrate your understanding of the sector and its challenges.
Demonstrate Your Values: Ecotricity values openness, fairness, and teamwork. In your application, reflect these values by discussing how you work collaboratively and ethically in a team environment, and how you prioritise customer satisfaction.
How to prepare for a job interview at Ecotricity
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for providing excellent customer service. Share examples from your past experiences where you went above and beyond to help a customer, as this aligns with the company's values.
✨Demonstrate Time Management Skills
Prepare to discuss how you manage your time effectively, especially in a fast-paced environment. You might want to share specific strategies or tools you use to prioritise tasks and meet deadlines.
✨Familiarise Yourself with the Energy Industry
Research the energy sector, particularly focusing on renewable energy and the company's initiatives. Being knowledgeable about industry trends and the company's mission will show your commitment and interest in the role.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Prepare by thinking of scenarios where you successfully resolved issues, demonstrating your ownership and proactive approach.
