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Customer Service Agent - B2B Energy Expert

Salary Details:
20 Sep 2021
About The Role

About the Role… 

Our Energy Experts are a one stop shop for any customer query, we are using cutting edge technology to get our customers talking to the right person - first time. We don’t give our people scripts we want you to be yourself while helping our customers at the same time.   

The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key. 


About the team… 

Energy companies expect customers to wait a lifetime to be answered…. Our team get to our customers much sooner, we have a person on the end of the phone, it doesn’t matter what the customer query is, we are here to help. We support and train our people to deal with any question a customer may ask; and our people own the customer interaction from start to finish, we don’t pass our customers from pillar to post. Top class customer service is what we pride ourselves on and if your passion is to treat customers fairly and provide awesome customer service this is the team for you.  

The B2B department is vibrant, fast-paced and friendly but extremely professional with customer experience always its primary focus. 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 a thirst for knowledge and keen to broaden your skills and energy industry knowledge base. We are looking for people who are super passionate about providing excellent customer service and have a proven track record – Setting customer expectations from the off and doing the right thing for our customers within the compliance framework of the industry.  

As an individual you’ll have exceptional time management skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of our customers. You’ll be a superb communicator, who is able to influence and coach both our internal and external customers how best to use our services, whilst showing passion and enthusiasm for a greener Britain.  


Core Responsibilities 

  • Provide exceptional customer centric service delivering first contact resolution to our Business customers via inbound and outbound phone contact, our electronic platforms and face-to-face interactions. 

  • Proactive and positive approach utilising the skills and expertise of those in the wider business areas to resolve customer queries, whilst retaining customer ownership. 

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

  • To engage with non-customer facing teams to ensure customer requests are completed in a timely manner 

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

  • To take responsibility and ownership for customer queries ensuring the customer is responded to promptly & updated frequently 

  • Continuous improvement - 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. 

  • Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales. 

  • Educate, coach and influence customers on best practice for business energy use  

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


Educational Requirements 

  • Educated to GCSE Level or above (Maths & English essential) 

  • A-Level or Degree level education preferred  


Skill Set Required 

  • Excellent written & verbal communication skills across multiple channels. 

  • Excellent time management with ability to prioritise workloads 

  • Flexible and adaptable to changes in working patterns and duties 

  • Good level of numeracy. 

  • Good level of computer literacy including Microsoft Office packages. 

  • Accuracy, Tenacity & Integrity. 


Specific Knowledge Required 

  • Utility industry knowledge & experience. (Including Billing & Metering) 

  • Experience of 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 programs, however industry knowledge and previous experience is pivotal. 



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.