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Domestic Metering Team Assistant

Location:
Stroud
Salary Details:
£19,000 to £23,000 DOE
06 Dec 2021
About The Role

The objective of this position is to manage all gas and electricity meter works and contracted meter agents, to process metering related queries in an efficient and effective manner. To manage Credit, Pay As You Go and Smart meter related issues, ensuring customers are kept on supply and resolving customer queries.

The Domestic Metering team is responsible for the management of metering related queries for Ecotricity’s customers. This includes liaising with customers and 3rd party agents to book appointments, problem resolution and exception management of customer queries.

What you will do

  • Maintain customer data held within Ecotricity systems and update database systems accurately
  • Resolve customer and in-house originated queries in given timescales
  • Use Salesforce, SAP and AFMS to maintain customers’ accounts
  • Liaise with third parties within the process, PPMIP and Metering Agents as required
  • Manage meter faults/tests and energy efficiency advice
  • Manage the meter exchange process
  • Promote the roll out of Smart meters to support Ecotricity meeting the Government target of 2024
  • Work within the systems used to update the smart meter portfolio, working to resolve errors with smart assets and products
  • Improve Settlement percentage by improving the number of actual meter readings approved by the industry
  • Identify and report issues with internal processes
  • Data input and validation
  • Ensure that Ecotricity complies with all license obligations
  • Assist with customer enquiries relating to account through email, letter or telephone are managed within agreed time scales
  • Provide assistance to other departments for metering related matters
  • Complete any other reporting or monitoring of workload as requested
  • Any other ad-hoc duties as requested by Team Leader, Manager or Head of Department.
About You

Knowledge, skills, and experience: 

  •  Ability to build rapport and converse appropriately with all audiences
  • Consistently achieving objectives and benchmarks in your area
  • Experience in providing a great level of customer service
  • Great attitude and work ethic maintaining positivity and professionalism
  • Good computer literacy, including Microsoft word and Excel
  • Excellent listening, verbal and written communication skills
  • Effective objection handling and negotiation skills
  • Numeracy and problem-solving skills
  • Completion of compulsory training and online modules
  • Great attention to detail, time management and prioritisation skills
  • Experience in using multiple IT systems simultaneously
  • Industry Knowledge
  • Experience of SAP, Salesforce, Junifer, AFMS beneficial

 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 behaviours by meeting agreed KPI’s
  • Manages relationships effectively both internally and externally
  • Treats customers and peers in the way they like to be treated
  • Methodical and organised, with the ability to manage own workload
  • Is receptive to feedback and acts accordingly
  • Flexible and adaptable approach to work
  • Live and breathe the Ecotricity ethos
  • 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
  • High level of numeracy
  • A proven record around adherence, sickness and behaviour exceeding agreed KPI’s
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.