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Talent Attraction Partner at Green Britain Group, including Ecotricity, Forest Green Rovers FC, Skydiamond, Ecotalk, Britwind, The Devils Kitchen and…
About The Role
Location: Stroud/Hybrid/Remote
Commencement Date: You must be able to commence employment on 9th May 2025
Hours: 36.5 hours a week: Shift work between Monday to Friday 8.30am to 7.30pm, some Saturday and Sundays 9am-5pm and some Bank holidays 9-5pm
As a skilled Customer Service Agent, your mission is to provide exceptional service to every one of our customers, via our omni channel including telephony, email, admin tasks and webchat.
You will be taking ownership of customer queries to offer first contact resolution where possible, for customer queries regarding a variety of areas, including billing, pay as you go, and home move operations.
Core Responsibilities
* Taking full responsibility for all customers you deal with, delivering end to end customer service.
* Acting as the primary point of contact for customers through multiple channels such as telephone, email, app and live chat.
* Managing and adhering to service level and resolution targets for customers and contacts.
* Engaging with other areas of the business to ensure customer requests are completed in a timely manner.
* Ensuring customer accounts are correct and all requests are completed accurately to enable precise billing.
* Taking ownership of customer complaints, prioritising and completing to the customer’s satisfaction within agreed time scales.
* Driving down unbilled accounts (failed and draft bills).
* Processing home moves, ensuring accurate final bills and any credits refunded.
* Educating, coaching and influencing customers on best practices for domestic energy use.
* Completing any other ad-hoc duties as requested by Leadership & Management.
* Complying with all DPA and GDPR guidelines.
About You
* Enthusiastic and proactive, comfortable in taking the lead across cross-functional departments at all levels.
* Curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
* Strong interpersonal skills with the ability to communicate effectively and influence people at all levels.
* Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
* Passionate about making a difference.
About Us
What's in it for you:
* Healthcare plan, life assurance and generous pension contribution.
* Various company discounts (including shops, days out and events).
* Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
* Cycle to work scheme, car pooling and onsite parking available.
* Supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.
Flexibility statement
The fast-moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps employees to contribute in a changing environment.
Ecotricity is Britain's greenest energy company, committed to changing the way energy is made and used in Britain.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Seniority level
Entry level
Employment type
Full-time
Job function
Administrative and Customer Service
Industries
Utilities
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