Industry Operations Agent - Registration Processing

Overview

Maintain industry data integrity by managing customer onboarding/off‑boarding and resolving disputes.

Key Responsibilities

• data integrity
• issue escalation
• customer onboarding
• exception resolution
• process improvement
• backlog reduction

Tasks

-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
• office 365
• problem solving
• detail oriented
• 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