Customer Service Specialist (m/w/d)

Job Description

We have a strong track record of hiring talented people in our Customer Service Specialist role and enabling them to develop a successful career at Good Energy and beyond. You’ll gain the skills and knowledge required to develop your career quickly in an exciting and evolving industry. We’ll support you with every tool you need to build the foundations of your professional journey at Good Energy, starting with building a strong understanding of our customers, our products and our industry. You may be fresh out of education, with little experience in the working environment, or ready to accelerate your career development in a new profession.

It typically takes an exceptional candidate 9-12 months to gain a grounding in the role and build the knowledge required to take the next step within Good Energy.

We’re hot on providing varied tools, support networks and programmes to ensure our talented people are supported in their development. This includes:

• A 16 week training programme to support you with the best start possible within the role
• A peer mentor for day-to-day support
• Opportunities to develop a specialism in key technical areas of your role
• Annual £500 development allowance for you to spend in areas that align with your career ambitions (qualifications, courses etc.)
• Opportunities to join our Good Career Programme, opening up a network of likeminded people looking to progress their careers and provide an opportunity to learn about all areas of Good Energy to help you map your career.

In the last 3 years, we saw multiple examples of our Specialists progressing to roles such as (but not limited to): Team leadership roles, Leadership in Customer Service, Specialising in Billing, Metering, Smart Export, Feed-in Tariff, Complaints, Business, PPA and Sales, Trading Team, Talent Acquisition/HR, Quality Assurance, IT Support/Development, Product & Propositions and Marketing/Communications.

High Reward and recognition

• During your time in the role, you’ll earn as you learn as you enrol on our Good to Grow development framework, with clear salary increase stages that align with your development (reaching up to £29,500), with milestones at £25,500, £26,500 and £28,000.
• A 5% company bonus.
• A team performance-based incentive, with the opportunity to earn an extra £1000 per year after probation.

What you'll need to succeed

As a Customer Service Specialist, you’ll be working within our customer contact centre, working almost fully remotely alongside other like-minded customer focused people. In this role, you’ll be taking calls and answering e-mails primarily (spending around 40% of your time on the phones), providing exceptional end-to-end service to our customers who use and/or generate renewable energy at home. As you progress, you’ll also work on technical tasks to proactively keep accounts healthy, for example resolving billing issues for customers.

You’ll be focused when it comes to taking full ownership and accountability for any problems your customer may have, whilst finding ways to help them manage their account in a more self-sufficient way (promoting our digital services, Smart meters). As part of the role, you’ll support customers with a variety of queries such as: taking meter readings, understanding bills and energy use, technical queries and complaints.

You’ll be passionate when it comes to delivering quality customer service and exceeding targets, as well as maintaining and growing our Trust Pilot rating so that prospective customers can see the benefits of joining Good Energy.

We’re proud to have created a role and culture that enables remote working. As we’re a big team, working in a remote environment, we support in structuring and allocating workloads across our squads, with your time split between taking calls, answering emails and administrative tasks.

We’ll be honest – it’s not an easy role, but it’s a rewarding one. We offer full training with our industry experts before you start and throughout your journey and a 16 week plan to support you in becoming successful in your role. We don’t expect you to have all the answers straight away, so we’ve got an abundance of resources to help - all you’ll need to do is use your initiative, determination and problem-solving skills to find the answers.

Benefits you can rely on

💰 Great allowances for hybrid working: We support employees with their commuting expenses and provide flexibility for remote working.

£500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
£500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: To spend on your chosen development area, whether that’s in your current role, or future roles.

🎁 Annual bonus - company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.