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PAYG Energy Specialist

Salary Details:
£17,100 to £17,500 DOE
02 Jul 2021
About The Role

About the Role…

Our PAYG Billing Specialists provide a vital support function, maintaining PAYG customer accounts integrity through the resolution of PAYG Billing and payment exceptions, ensuring they are complying with industry standards and changes, whilst assisting our customers with their account.

About the team…

The PAYG (Pay As You Go) department is a vibrant and fast paced team with customer experience and accuracy always our primary focus. The team focuses primarily on PAYG Billing and Payments. We are here to make sure our customers receive accurate and timely bills, allocation of customer transactions, as well as managing various PAYG related queries a customer may have. We are currently amid a transformational programme of change all aimed at improving the service we offer to our customers and our people are at the forefront of our initiatives.

Join our team and help us achieve our mission.

About You

About you…

You’ll have experience in delivering great customer service to a high standard. You can follow processesand procedures. You are organised and can manage your own workload.  

As an individual you’ll be driven by targets and look at the detail ensuring minimal mistakes are made. You’ll be a great problem solver who strives for continuous improvement. You’ll also be a good communicator, who is able to influence our customers how best to use our services, whilst showing passion and enthusiasm for a greener Britain.

Core Responsibilities

·       Provide exceptional customer service delivering first contact resolution where possible for our customers via inbound and outbound phone contact, our electronic platforms and face-to-face interactions.

·       Positive approach utilising the skills and expertise of those in the wider business areas to resolve customer queries.

·       Manage and adhere to service level and resolution targets for assigned customers

·       To engage with other teams to ensure customer requests are completed in a timely manner.

·       To ensure our customer accounts are correct and all requests are completed accurately and first time to enable precise billing and payments allocation for our customers

·     Provide constructive feedback, contribute and support process improvements that will drive increased customer satisfaction striving to improve our customers journey with us.

·       Effective customer resolution ensuring information is compliant against Industry standards.

·       Prioritise and complete tasks to the customer’s satisfaction and within agreed time scales.

·       Influence customers on best practise for domestic energy use.

·       Any other ad-hoc duties as requested by Leadership& Management.

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 gas mills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gas mills, 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 charge points, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.