Customer Service Agent - Flexible Hybrid Working

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. Our team gets to our customers much sooner, providing a person on the end of the phone regardless of the query. We support and train our people to deal with any question a customer may ask. 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, with our people at the forefront of our initiatives. Join our team and help us achieve our mission!

Ecotricity is Britain’s greenest energy company, aiming to change the way energy is made and used in Britain by replacing fossil fuels with clean, renewable energy. We not only supply green energy but also use the money from our customers’ bills to generate it ourselves by building windmills and solar parks in Britain. We’re starting work on new solar parks and bringing geothermal energy to our customers’ fuel mix, a first in the UK. We’re also developing green gas mills that will generate 100% green gas from a sustainable source.

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 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.

Responsibilities include:

• Providing exceptional customer-centric service delivering first contact resolution to business customers via inbound and outbound phone contact, electronic platforms, and face-to-face interactions.
• Managing and adhering to service level and resolution targets for assigned customers.
• Ensuring business customer accounts are correct and all requests are completed accurately to enable precise billing.
• Contributing to continuous improvement by providing constructive feedback and supporting process improvements to enhance customer satisfaction.
• Taking ownership of customer complaints, prioritising and completing them to the customer’s satisfaction within agreed time scales.
• Educating, coaching, and influencing customers on best practices for business energy use.
• Performing any other ad-hoc duties as requested by Leadership & Management.

Requirements:

• Flexible and adaptable to changes in working patterns and duties.
• Good level of computer literacy including Microsoft Office packages.
• Experience with Customer Relationship Management Systems.
• Proven track record of working in a target-focused environment and driving successful performance.

Successful candidates will receive full system and process training through our Departmental and Academy training programmes; however, industry knowledge and previous experience are pivotal.

We offer a healthcare plan, life assurance, generous pension contribution, hybrid working, various company discounts, 25 days holiday (plus bank holidays) with the ability to buy/sell days, and a cycle to work scheme.

As a valued member of the team, you will support the Group Environmental Policy and its associated sustainability objectives and targets. The fast-moving nature of the company means you may be asked to perform duties outside of your original job description on an ad hoc basis, allowing the company to utilise its people effectively in a changing environment.