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For Companies At a Glance
- Tasks: Provide top-notch customer service via phone, email, and chat while resolving queries.
- Company: Join Ecotricity, Britain's greenest energy company, pioneering renewable energy since 1995.
- Benefits: Enjoy hybrid working, healthcare plans, generous holidays, and discounts on various services.
- Why this job: Make a real impact in a dynamic environment while supporting sustainability and green initiatives.
- Qualifications: Enthusiastic problem solvers with strong communication skills and a passion for customer satisfaction.
- Other info: Flexible role with opportunities to contribute beyond your job description.
The predicted salary is between 20000 - 24000 £ per year.
About The Role
Stroud/Hybrid/Remote
Salary Details: £23,000- £26,935 DOE & £2,500 OTE
Please note that you must be able to commence employment on 9th May 2025.
36.5 hours a week: Shift work between Monday to Friday 8.30am to 7.30pm, some Saturday 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, admin tasks and webchat. You will be taking ownership of customer queries to offer first contact resolution where possible, for customer queries regarding a variety of areas, but including, in life, billing, pay as you go, and home move operations.
Core Responsibilities
- Taking full responsibility for all customers you deal with, delivering end to end customer service.
- Acting 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.
- Drive down our unbilled accounts (failed and draft bills).
- Process 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.
- Any other ad-hoc duties as requested by Leadership & Management.
- Comply with all DPA and GDPR guidelines.
About You
- Enthusiastic and proactive and comfortable in taking the lead across cross functional departments at all levels.
- 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
- Healthcare plan, life assurance and generous pension contribution.
- Volunteering day.
- Hybrid working.
- Various company discounts (including shops, 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 gasmills 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 gasmill, 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.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Customer Service Agent employer: Ecotricity
Contact Detail:
Ecotricity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with the company's mission and values, especially their commitment to green energy. This will not only help you understand their culture but also allow you to align your answers during interviews with their goals.
✨Tip Number 2
Practice your communication skills across different channels like phone, email, and live chat. Since the role involves multi-channel customer service, being comfortable in these formats will give you an edge.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled customer complaints or complex queries in the past. This will demonstrate your capability to take ownership and resolve issues effectively.
✨Tip Number 4
Research common customer service scenarios related to billing and energy services. Being knowledgeable about these topics will help you answer questions confidently and show your proactive approach to learning.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise skills such as problem-solving, communication, and your ability to handle customer queries across multiple channels.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've provided exceptional customer service in the past and how you align with the company's mission.
Highlight Relevant Skills: In your application, focus on skills mentioned in the job description, such as taking ownership of customer complaints and managing service level targets. Use specific examples to demonstrate these abilities.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Ecotricity
✨Understand the Company’s Mission
Before your interview, take some time to research Ecotricity's mission and values. Understanding their commitment to green energy and how they operate will help you align your answers with their goals and demonstrate your enthusiasm for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've handled difficult situations, resolved complaints, and provided exceptional service to customers in various channels.
✨Demonstrate Problem-Solving Abilities
Since the role requires strong problem-solving skills, think of specific instances where you've successfully identified issues and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This shows your interest in the role and the company. You might ask about the team dynamics, training opportunities, or how success is measured in the customer service department.
