Ecotricity Home
  • My Ecotricity Jobs
  • Register

Non Energy Advisor

Location:
Stroud
Salary Details:
£18,000 per annum
27 Jan 2021
About The Role

About the Role…

The Non-Energy Team are the face of our business for our Electric Highway and Ecotalk customers. We lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later on. This role involves a mix of hands on customer case management as well as supporting our domestic team. This varied role is perfect for an experienced advisor who is passionate about delivering a first-class service and enjoys developing and learning new things. You will be expected to work hours in line with business need including bank holidays and weekends. Your weekly hours will vary depending on forecasted resource needed however will average at 36.5 per week throughout the year.

 
What you will do…
  • Provide first class customer service in all interactions, via all channels
  • Handle inbound and outbound calls with customers covering a wide range of general queries relating to their Electric highway and Ecotalk account to ensure that a fair and timely outcome is achieved
  • Complete some outbound calls for follow up case work, ensuring that a timely and fair resolution is reached for all customers
  • Handle customer queries through email, app, online and social media to ensure that timely and fair outcomes are achieved
  • Have an active involvement in Quality Assurance, ensuring that policies, procedures and best practices are met and maintained at both an individual and team level
  • Work with your Team Leader to achieve personal and team objectives
  • Other projects and ad-hoc tasks deemed in line with the wider ongoing needs of the Team and Ecotricity as a whole
About You

Knowledge, skills and experience:

  • Ability to build rapport
  • Experience in providing an excellent level of customer service
  • Good computer literacy, including Microsoft word and Excel
  • Excellent listening skills and verbal & written communication skills
  • Effective objection handling
  • Numeracy and problem solving skills
  • Excellent attention to detail
  • Experience in using multiple IT systems simultaneously

Behaviours:

  • Manages relationships effectively both internally and externally
  • Influences outcomes by using effective negotiation
  • Treats customers the way we like to be treated ourselves
  • Solutions focused and resourceful
  • Committed to continual improvement
  • Engaging and motivating attitude and style
  • Methodical and organised, managing own work
  • Is receptive to feedback and acts accordingly
  • Exceptional team player who builds open and supportive relationships
  • Flexible and adaptable approach to work
  • Creative and innovative

Educational Requirements

  • Educated to GCSE Level or above (Maths & English essential)
  • A-Level or Degree level education preferred
About Us
Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.