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Gas Specialist

Location:
Stroud
Salary Details:
£17,100 to £17,500
15 Aug 2021
About The Role

About the department…

The Customer Operations department bridges the gap between the Industry and the customer. Whilst supporting the customer throughout their entire customer journey, the Customer Operations department provides the wider industry with the information it requires. The department’s work is fast paced, varied and challenging, ranging from dealing with customers queries, all the way to dealing with other suppliers and third-party agents.

We always aim to set an impression on our customers, striving to get it right first time whilst representing our amazing brand and living the company vision.

The Gas Settlement and Data Team is responsible for maintaining Ecotricity’s settlement position above the industry standard set by Xoserve. The department is responsible for ensuring a high standard of Data integrity across the national database and our internal systems. This is done by resolving incoming data exceptions in line with the UNC settlement code.

About the Role…

Our Industry Operations Advisors provide a vital support function, maintaining all industry data integrity through the resolution of settlement exceptions, ensuring they are complying with industry standards and changes, whilst assisting our customers with their accounts. This is achieved by regular contact with internal and external customers.

Core Responsibilities

  • Inbound & outbound customer contact – A high level of communication, both via email and over the phone, is required to facilitate effective query resolution.
  • Maintaining good communication channels with customers, 3rd party agents, industry bodies and internal customers.
  • Helping to maintain the Gas industry standard by improving the number of actual meter readings approved by the industry, as well as improving the data integrity of the Gas portfolio
  • Customer Service - taking ownership of customer queries to offer first contact resolution where possible, to ensure delivery of a high level of service to maintain our customer base.
  • Maintaining customer and industry data held within Ecotricity systems and updating database systems accurately. Using AFMS and Dataflow Management Systems to submit reads and update supply details.
  • Resolve customer and in-house originated queries within SLA
  • Identify and report any issue with internal process
  • Liaising with third party agents as required
  • Highlight exceptions created by inter-system interfaces
  • Support other areas of the business with expertise and area knowledge
  • Any other ad-hoc duties as requested by Team Leader, Manager or Head of Department.
About You

Skills Required

  • Good written & verbal communication skills across multiple channels.
  • Demonstrate the ability to follow straightforward process and procedures
  • Excellent Customer Service and interpersonal skills
  • Good time management with ability to prioritise workloads 
  • Identify, Investigate and problem-solve customer and industry data issues 
  • High level of numeracy
  • High level of computer literacy including Microsoft Office packages.
  • Accuracy, Tenacity & Integrity.

Behaviours

  • Committed personality, someone who strives for the best in all they do 
  • Reliable and consistent approach to work
  • Engaging and motivating attitude and style
  • A proven record around adherence, sickness and behaviors by meeting agreed KPI’s
  • Manages relationships effectively both internally and externally
  • Treats customers and peers in the way they like to be treated
  • Solutions focused and resourceful
  • Remain calm under pressure
  • Committed to continual improvement
  • Methodical and organised, with the ability to manage own workload
  • Is receptive to feedback and acts accordingly
  • Exceptional team player who builds open and supportive relationships
  • Flexible and adaptable approach to work
  • Open minded and willing to support team members
  • Live and breathe the Ecotricity ethos

Educational Requirements

  • Educated to GCSE Level or above (Maths & English essential)
  • A-Level education preferred 

Our people are expected to adhere to the behaviours in line with the Ecotricity Ethos in Practice:

  • We are committed to what we do - We are energetic, enthusiastic and passionate about what we do. We believe in our work and have fun doing it
  • We strive to be open, fair and ethical - We make sure things are done the right way.
  • We are team players - We are all individuals who work together to make things better and get stuff done.
  • We never rest on our laurels - We aren’t set in our ways. We constructively challenge ourselves and each other. We continually reappraise what we hold to be true as the background and circumstances change (stuff changes and we need to keep changing too).
  • We treat other people with respect.......and you can’t go far wrong with that
About Us

Ecotricity is Britain’s greenest energy company. When we started back in 1995, we were the first company in the world to supply 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 and sun parks in Britain. We call this ‘bills into mills’. In 2021, we’re starting work on building two new solar parks, and in 2022 we’re bringing geothermal energy to our customers’ fuel mix, a first in the UK. We’re also developing green gas mills which will generate 100% green gas from a source that will never run out – grass.  

We don’t just focus on energy though – we built the Electric Highway, Britain’s leading network of electric vehicle charge points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain’s greenest mobile phone service, Ecotalk + RSPB.