Customer Service Specialist – Strategic Partners

Description

• Managing and closing assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans built into your KPIs.
• To monitor, action and escalate any issue as appropriate in order to ensure all queries raised & third parties are kept informed and updated with progress.
• Proactively recognise opportunities to take customer payments and collect revenue.
• Managing any customer dissatisfactions, escalations and complaints from beginning to end with a passion for resolving issues. This includes the management of complaints referred to Ombudsman service and EHU.
• Provide solutions to the broad range of written and verbal enquiries raised by customers. Your primary objective will be to deliver a successful first contact resolution wherever possible
• To create accurate records containing all relevant information to enable requests to be resolved to the timelines and standards required.
• Supporting our white label strategic partners through inbound call handling, Complaints support and hand holding customers through our Change of Tenancy process.
• Proactively identify sales opportunities to support our white label partners and retaining meter points. Ensure that all customer enquiries are managed, resolved, and closed within agreed timescales.
• Proactive - Build strong relationships with other teams across the business.
• To develop and maintain a good understanding of the systems and processes available to ensure customer queries are recorded/ noted up accordingly.
• Resolving specific customer accounts within agreed service level agreements.
• Liaise with non-customer facing teams to handle complex customer enquiries and resolve the query with the customer.
• Investigating and verifying change of tenancy requests following process maps to determine the correct outcome is delivered and minimise risk to the business.
• Support the collection and maintenance of customer data to enable efficient servicing of customers.

Requirements

• Practiced – Proven Customer Service experience required.
• Office 365 – Good Office 365 skills including Excel, PowerPoint & Word Physical Requirements
• Team player – you enjoy working closely with a team to help them develop.
• Analytical – naturally curious, immaculate attention to detail with the ability to spot risks within accounts and offer remedial action.
• Experienced – Previous experience in the Energy Industry would be desirable but not essential.
• Target Orientated – You have experience in hitting targets, managing your time effectively and identifying sales opportunities.
• Sharp – Effective decision-making skills to manage a changing workload.
• Great communicator – you have first-rate communication and interpersonal skills.

Benefits

• Learning and development opportunities
• Death in service and critical illness cover
• Enhanced paternity, maternity and adoption policies
• 3 days additional annual leave if you get married/civil partnership etc.
• 24 days annual leave + bank holidays
• Appointment allowance
• Company sick pay (subject to length of service)
• Ambitious – you don’t just want another job; you want a career opportunity and a chance to work on your personal development.
• Holiday buy – up to 5 additional days
• New modern facilities
• Day off on your birthday
• Employee Assistance Programme
• Flexible – you’re a strong team player who can adapt as the role and business develops.
• Annual salary review
• Refer a friend payment
• Long service recognition

Training + Development

Interview process

Visa Sponsorship

Security clearance