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.
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.
For this role, you'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire, as the role requires weekly office presence.
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
- 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.
- 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 computer literacy including Microsoft Office packages. Accuracy, Tenacity & Integrity.