Industry Operations Agent- Registration Processing

Overview

Manage accurate customer onboarding/offboarding, resolve data issues, support industry ops.

Key Responsibilities

• data integrity
• customer onboarding
• exception resolution
• issue escalation
• sdep liaison
• backlog reduction

Tasks

Working within the Industry Operations Department, this position will work to improve our Customer and Industry Data integrity by ensuring all customers are onboarded/offboarded correctly and resolving any disputed transfers and losses, all while delivering exceptional customer service to all internal and external customers. You’ll also ensure that all vulnerable customers, where requested, are correctly added to the Industry Priority Service Register. As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets. -Feedback third party issues/delays to Industry Operations Team Leader and 3rd Party Contract Manager for escalation -Developing a comprehensive understanding of the whole customer journey and how and why industry data integrity is part of this -Identifying system or process faults and supporting the department with continuous improvements -Resolve industry onboarding/Offboarding exceptions to ensure all customers join us/leave us in a Fit to Bill state. -Takes ownership of queries through to resolution -Deliver in alignment with your agreed KPIs and objectives. -Liaise with other Ecotricity departments and third parties through the Industry Secure Data Exchange Portal (SDEP) to ensure a fair and timely outcome is achieved for customer and industry impacting problems -Support in the reduction of backlogs to improve our industry data integrity & ensure customers are correctly onboarded/offboarded -Take ownership for customer disputes and deliver resolution in a timely manner -Treats customers and peers the way they like to be treated -Being an escalation and operational support for the wider business on Erroneous Transfers, PS PS (Priority Services) and DAP (Debt Assignment Protocol) -Partake in monthly PDRs (121) and side by side sessions with the Industry Operations Team Leader to ensure continual development and quality outputs -Resolve high level exceptions created by various industry interfaces and erroneous activity -Work through allocated industry exceptions as assigned by the Industry Operations team leader -Customer and third-party outbound contact to ensure timely and effective resolution

Requirements

• crm
• afms
• office365
• numeracy
• problem solving
• team player

What You Bring

-Flexible and adaptable approach to work -High level of computer literacy with experience of a CRM system, AFMS and Industry Databases coupled with good knowledge of Microsoft Office 365 -High level of attention to detail -Is receptive to feedback and acts accordingly -Experience working with third parties (MOP, DC/DA) an advantage -Methodical and organised, ability to manage own workload within agreed prioritization -High level of numeracy, accuracy and problem-solving ability -Able to prioritize your workloads in line with department prioritization, managing a range of tasks and processes -Proactive ‘can do’ attitude and able to take a measured approach to workload management, delivering key targets within challenging deadlines -Live and breathe the Ecotricity Ethos -Exceptional team player who is open and respectful of others -Excellent planning and organisational skills -Engaging and motivated attitude and style -Excellent written and verbal communication skills -Multitasking and remaining calm under pressure -Proven effective relationship management both internally and externally -Self-motivated with a strong work ethic, demonstrating a genuine interest in the industry and developing your own and your team’s knowledge -A proven record around adherence, meeting and working towards agreed KPI’s

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Benefits

-Healthcare plan, life assurance and generous pension contribution -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