Metering Assistant

Job Description

We are looking for two Metering Assistants to support and resolve any gas and electricity meter queries in an efficient and effective manner. Metering queries include the management of Credit, Pay As You Go and Smart meter related issues, liaising with customers and 3rd party agents to book appointments, problem resolution and exception management of customer queries while providing great customer service.

You'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire as the role requires office presence.

Core Responsibilities

• Provide exceptional customer service delivering contact resolution to our customers via inbound and outbound
• Proactive and positive approach utilising the skills and expertise of those in the wider business areas to resolve customer queries, whilst retaining customer ownership.
• Assist with customer enquiries relating to account through email, letter or telephone are managed within agreed time scales.
• Maintain customer data held within Ecotricity systems and update database systems accurately
• Use Salesforce, Junifer and AFMS to maintain customers' accounts
• Support the Ecotricity delivery of Smart meters to our customers
• Liaise with third parties within the process, PPMIP and Metering Agents as required
• Ensure that Smart meters are installed whenever possible towards resolving customer queries
• Manage meter faults/tests and energy efficiency advice
• Manage the meter exchange process
• Improve Settlement percentage by improving the number of actual meter readings approved by the industry
• Identify and report issues with internal processes
• Provide assistance to other departments for metering related matters
• Complete any other reporting or monitoring of workload as requested
• Any other ad-hoc duties as requested by Manager or Head of Department

About You

If you have a thirst to broaden your customer service skills and energy industry knowledge base. We are looking for people who are super passionate about providing excellent customer service and have a proven track record - Setting customer expectations from the off and doing the right thing for our customers within the compliance framework of the industry.

As an individual you'll have exceptional time management skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of our customers.

Essential skills

• Ability to liaise with industry participants, industry bodies and external customers
• Excellent and professional customer interaction/telephony skills delivering high level of customer service in either face to face or office-based roles.
• Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages, Sales Force and Junifer).
• Utility industry knowledge & experience.
• Strong attention to detail with a High level of numeracy, accuracy and problem solving ability
• Computer literate, Letter (email) writing and analytical
• Report writing and monitoring ability
• Ability to organise workload and multiple priorities
• Ability to work on own initiative
• Communication skills both written and verbal
• Excellent planning and organisational skills.
• Competent user of MS Office applications
• Electricity and Gas industry knowledge preferred but not essential

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, 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

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

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 the employees to make their contribution in a changing environment.