Full time Monday to Friday, 37.5 hours a week (hybrid with 2 days a week in office)
Bryt Energy is seeking to recruit a B2B experienced Customer Operations Support Advisor in a new position to join the growing Customer Operations department.
WHAT YOU’LL BE DOING:
We have an amazing Customer Operations team who provide first-class customer service to all our B2B customers and third-party stakeholders across all the front and back office activities they complete.
The role will be ideal for someone who has prior experience of providing a first-class level of customer account management experience to B2B I&C customers. There will also be the requirement to handle a high volume of customer inbound and outbound emails from customers and TPIs. Previous experience of this type of B2B customer service experience is also essential.
This role will be a customer facing position requiring the ability to prioritise inbound and outbound calls and emails, alongside admin activities with customers and TPIs to represent Bryt Energy and ensure the high standards of service stakeholders of this nature expect from their energy supplier are always delivered.
We are looking for someone who can prioritise their workload, work effectively across the business to resolve any customer issues, take full ownership for customer queries through to resolution and seek to maintain the company’s excellent level of customer service. The role may also require the candidate to support with a variety of back office activities associated to the customer journey including renewal service related items, change of tenancy related queries, promoting smart metering installations and read-related queries.
YOU’LL BE RESPONSIBLE FOR:
* Working within the Customer Operations team primarily responsible for providing front office customer service activities to the B2B customers supplied by Bryt Energy. An awareness of core items such as flex products and billing, group bills, sales, pricing and TPI management is essential.
* Working collaboratively with other internal teams to provide a united approach to customer service for all B2B customer types. Taking inbound customer phone calls ensuring full call handling guidelines are followed, complaints are logged and managed and take ownership for any queries to ensure a full resolution is provided to the customer.
* Support customers with the sign up to systems and products which will help deliver the customer additional value and energy usage insight. Promote the customer portal and work with colleagues to achieve the associated business KPIs. Support the development of new portal requirements by feeding in customer requirements.
* Requesting independent feedback which can be used highlight any areas of improvement in order to ensure that we continue to achieve high levels of customer/TPI satisfaction. Working alongside management and colleagues to identify efficiencies within the role which can deliver business value, or increased customer satisfaction.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
* Passionate about customer service and putting the customer at the heart of everything you do. Able to work with stakeholders across the business and effectively with our customers to resolve any queries in an accurate, timely, professional, and compliant manner.
* Working within the customer services team you will be able to collaboratively achieve daily, weekly, and monthly targets.
* You will have a flexible hands-on approach with high personal integrity and comfortable working to targets with the minimum of supervision.
* You will be a confident and clear communicator both internally within the company and with external customers and other stakeholders. Have the ability to challenge in an effective manner so as to maintain relationships but also comfortable voicing concerns as well as suggestions for improvement.
* A passion for delivering a first-class level of B2B customer service in both front and back-office activities.
* The drive and desire to continue to make Bryt Energy the best UK business electricity supplier for our customers and the people who work within it.
* Experience of effective customer service relationship management with I&C customers and their TPIs.
Education and Training:
* Previous B2B I&C customer service experience is a mandatory requirement.
* Experience of relationship management with internal and external customers and associated TPIs.
* Experience of working in the UK electricity supply industry.
Abilities and Skills:
* Detailed knowledge of the end-to-end B2B customer journey from onboarding through to Billing.
* Flexible hands-on and structured approach, and with high personal integrity.
* Enjoys taking ownership and being accountable for their own work. Can self-manage where required and therefore can prioritise work effectively and work to strict deadlines.
* Have a passion for the delivery of high-quality customer service throughout the customer journey. Be able to identify process improvements which can provide Bryt Energy customers with an enhanced customer experience.
* A team player who can work effectively within their immediate team and across the wider business to deliver results.
* Exceptional communication skills.
* Effective time management and organisational skills are essential in this role.
* Competent working with Microsoft Excel spreadsheets to an intermediate level. The candidate will be responsible for producing various reports for the strategic customers which they are responsible for.
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