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Home Moves Advisor (Customer Retentions)

Location:
Stroud
Salary Details:
£17100-£24000 DOE
31 Oct 2021
About The Role
Moving home can be stressful – but with Ecotricity, it doesn’t have to be.

We’re expanding our Home Moves team to make sure our customers have the best possible experience whether we’re supplying them for the first time or if they’re taking us with them to their new home.

Founded by a recognised thought-leader in the sustainability space and with an established, yet rapidly expanding customer base, we have a great product portfolio available to help those who are ready to make their own energy and sustainability impact. We’re innovative, fast paced, and just plain different.  Our customers are at the heart of what we do and that’s why we continue to supply many of our customers as they move to a new home. Ultimately, this role is about helping us retain our customer base whilst saving the planet.

What will you do?

  • Primarily this role is about offering an exceptional customer experience to new and existing Ecotricity energy customers, in doing so you’ll deliver your individual targets and play a vital part in our overall growth and customer experience strategy
  • You’ll manage Inbound enquiries from new customers and Outbound activity targeted at existing and previous customers
  • Develop a deep understanding of our business and how what we do benefits our customers
  • Confidently build an understanding of individual customers’ needs and provide solutions based on the products, services and benefits we offer
  • Ensure quality and compliance is engrained in everything you do
  • You’ll work closely with colleagues both across the Home Moves team and wider business groups to ensure the right outcome is reached for the customer.
About You

You are a successful sales or customer service professional looking to develop into a role where you can use your experience to benefit both new and existing Ecotricity customers. You act with integrity, realising it’s not just about the sell, it’s about creating the type of customer experience that promotes lasting customer loyalty.

The detail about you…

  • A true customer advocate. You’ll love speaking with our customers and finding the right outcome for them
  • You’ll have experience working in Sales or Customer Service with particular experience in building rapport both on calls and via email
  • You’ll have the confidence and resilience to handle objections
  • You’ll be eager to build a thorough understanding of the Ecotricity business and our specific products
  • A commitment and passion for sustainability and saving the planet
  • Excellent IT, numeracy, written & verbal communication and problem solving skills are a given.
  • Strong team player, self-starter and target driven
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.