We are seeking a highly motivated and customer-focused Customer Service Executive to join our team. In this role, you will be the primary point of contact for our commercial, SME (Small and Medium Enterprises), and industrial customers, ensuring that their electricity supply needs are met with professionalism and efficiency. You will handle inquiries, resolve complaints, and provide solutions to meet customer requirements while maintaining a high level of satisfaction.
Key Responsibilities:
Customer Support and Issue Resolution:
* Serve as the first point of contact for all customer inquiries, including billing, service connections, outages, and account management.
* Address and resolve complaints in a timely and effective manner, escalating complex issues when necessary.
* Provide detailed information about electricity tariffs, service options, and energy-saving initiatives.
Account Management:
* Build and maintain strong relationships with commercial, SME, and industrial customers.
* Assist customers in understanding and managing their electricity consumption to optimise efficiency and costs.
* Coordinate with the wider technical team for service-related requests, including data queries, forecasting information, generation and demand side flexibility enquiries.
Process Management:
* Ensure timely documentation and follow-up of all customer interactions in the CRM system.
* Monitor service delivery timelines and coordinate with relevant departments to meet customer expectations.
* Assist in onboarding new customers, including contract setup and service activation.
Customer Education and Engagement:
* Educate customers on self-service tools and energy management resources.
* Communicate planned outages, policy updates, and service changes effectively to minimise disruption and costs.
* Solicit feedback from customers and suggest service improvements to enhance satisfaction.
Skills and Qualifications:
Preferred Qualifications:
* Bachelor’s degree in Business Administration, Communications, or a related field.
* 2+ years of experience in customer service, preferably in the energy or utilities sector.
Key Skills:
* Excellent communication and interpersonal skills.
* Problem-solving abilities with a customer-first approach.
* Proficiency in using CRM software and Microsoft Office Suite.
* Strong organisational skills and ability to multitask.
* Familiarity with electricity supply operations and energy efficiency concepts is a plus.
Personal Attributes:
* Patient, empathetic, and attentive to customer needs.
* Able to work under pressure while maintaining a professional demeanour.
* A proactive and team-oriented mindset.
Key Performance Indicators (KPIs):
* Customer satisfaction scores.
* First response and resolution times.
* Accuracy and completeness of customer data in CRM.
* Number of escalations resolved successfully.
Why Join Us?
* Be part of a growing company committed to innovation and sustainability in the energy sector.
* Competitive salary and benefits package.
* Opportunities for professional development and career growth.
* A dynamic and inclusive work environment.
The benefits we will give you:
* Discretionary performance-based bonus
* 25 days’ annual leave plus bank holidays
* Contributory Pension Scheme
* Life Insurance
* SimplyHealth health cashback plan
* 24/7 Private GP access
* Training and Development
* Salary sacrifice EV scheme
* Discounts on Lightwave RF smart home products
* Dog-friendly office
Salary: £25-28k (depending on experience)
About Conrad Energy Limited:
Our energy solutions directly address the energy trilemma (security, sustainability and affordability), enabling the UK’s transition to a low carbon economy. Each of our projects deliver critical power and services to the National Grid as well as industrial and commercial customers. Our expertise, technology and flexibility are key to the UK achieving its ambitious net zero targets.
Backed by I Squared Capital, a global investor in energy and infrastructure assets, we are the UK’s largest owner/operator of flexible power plants with 900MW in operation and over 1GW in early pipeline. Put into context, this means we could provide power for an hour to around 1.8 million homes already, with another 2 million homes in the pipeline.
From our beginnings in 2017 as a flexible gas generation business with a team of 14 people, we have grown to become one of the UK’s leading vertically integrated energy companies, owning and operating over 69 energy facilities across the UK. Our significant development pipeline covers flexible generation, battery energy storage, solar, hydrogen and stability services. Our innovative data driven, in-house automation tools give us a unique edge when trading and maximising our own assets and those of our clients. We have built not only an impressive portfolio of energy assets, but also a seriously ambitious and knowledgeable team.
Seniority level: Associate
Employment type: Full-time
Job function: Utilities
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