B2B Energy Expert

Overview

First‑contact B2B energy support, resolving queries via phone, digital and face‑to‑face.

Key Responsibilities

• energy coaching
• complaint management
• service targets
• compliance standards
• billing accuracy
• customer service

Tasks

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. As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets. -Educate, coach and influence customers on best practice for business energy use -To engage with non-customer facing teams to ensure customer requests are completed in a timely manner -Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales. -Manage and adhere to service level and resolution targets for assigned customers -Effective customer resolution ensuring information is compliant against Industry standards. -Continuous improvement - Provide constructive feedback, contribute, and support process improvements that will drive increased customer satisfaction striving to improve our customers’ journey with us. -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 -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.

Requirements

• utility
• crm
• excel
• analytical
• reporting
• time management

What You Bring

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. 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. Ideal role for an analytically minded individual looking to get involved with analysis in the energy industry. The ideal candidate will be able to pick-up existing tools and models and make them their own, developing them to improve the service that the role itself can provide. You will be able to manage a competing workload of regular tasks with short and long term projects, with performance being demonstrated through meeting deadlines and reporting. As such communication, both verbal and written, is a key skill as the role will be in contact with a number of internal and external stakeholders. -Flexible and adaptable to changes in working patterns and duties -Excellent reporting skills -Utility industry knowledge & experience. (Including Billing & Metering) -Excellent time management with ability to prioritise workloads -Excellent written & verbal communication skills across multiple channels. -Good level of numeracy. -Experience of Customer Relationship Management Systems -Accuracy, Tenacity & Integrity. -Good level of computer literacy including Microsoft Office packages. -Excellent problem solving and communication skills -Strong Excel skills -Excellent collaboration skills -Proven track record of working in a target focused environment and driving successful performance. -Excellent analytical and statistical skills, and high attention to detail -Experience monitoring results within a CRM, and using metrics and dashboards to identify opportunities. -Excellent communication skills

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Benefits

Healthcare plan, life assurance and generous pension contribution Successful Candidates will receive full system and process training through our Departmental and Academy training programmes, however industry knowledge and previous experience is pivotal. Volunteering Day Hybrid Working Holiday of 25 days (plus bank holidays) & ability to buy/sell days Cycle to work scheme, car pooling and onsite parking available Various company discounts (including shops, gyms, days out and events)

About Ecotricity

-The company specializes in generating electricity from renewable sources like wind and solar power. -Ecotricity also innovates in green gas, offering carbon-neutral solutions for both residential and commercial customers. -In addition to energy production, the company has expanded into building and managing infrastructure for a sustainable future. -With a strong commitment to renewable energy, Ecotricity has established itself as a leader in the UK’s energy sector. -Notable projects include expanding its solar farms to meet growing demand. -Ecotricity has received attention for its transparent approach to energy pricing and eco-conscious customer initiatives.

Sector Specialisms