Customer Service Advisor (m/w/d)

Job Description

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 and admin tasks.

You will be taking ownership of customer queries to offer first contact resolution where possible, for customer queries regarding a variety of areas, but including, in life, billing, pay as you go, and home move operations.

Core Responsibilities

• Take full responsibility for all customers you deal with, delivering end to end customer service.
• Act as the primary point of contact for customers through multi channels such as telephone, email, app and live chat
• Manage and adhere to service level and resolution targets for customers and contacts.
• Engage with other areas of the business to ensure customer requests are completed in a timely manner.
• Ensure our customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers.
• Take ownership of customer complaints, prioritise and complete to the customer's satisfaction and within agreed time scales.
• Take ownership to drive down our unbilled accounts (failed and draft bills)
• Process a home move in or a move out, ensuring an accurate final bill is produced and any credits refunded.
• Educate, coach and influence customers on best practise for domestic energy use.
• Comply with all DPA and GDPR guidelines
• Any other ad-hoc duties as requested by Leadership & Management.

About You

Essential skills:

• Existing customer service experience will be advantageous.
• Enthusiastic, proactive and comfortable in taking the lead across cross functional departments at all levels.
• Is 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 to solve complex problems across multiple areas.
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
• Passionate about what they do and about making a difference.

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.

The fast moving nature of the 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it's more than just green energy - the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.