Flexible Customer Service Specialist (m/w/d)

Job Description

As a Flex Support Clean Energy Specialist, you'll work within our customer contact center, working remotely alongside other like-minded customer focused people. You'll be responsible for taking calls and answering emails 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. You'll spend either early mornings or evenings supporting customers via email and social media, as well as one day at the weekend.

Your hours will be between 7am and 8pm on weekdays, and 7am-3pm on weekends. As you progress, you'll also work on technical tasks to proactively keep accounts healthy, for example resolving billing issues for our customers.

In the role 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). You'll provide support to 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 get together once a month in our office in Chippenham to collaborate and spend time as a team.

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.

What you'll need to succeed

We're looking for a Flex Support Clean Energy Specialist who has previous experience in supporting customers either face to face, via email or over the phone. This may already be within the energy industry, although energy experience isn't essential.

You'll be highly resilient and comfortable when dealing with customer queries where you might not know the answer. Our highly engaged customers ask lots of different questions so it's ok to not always be the expert. We have an incredibly knowledgeable and supportive team across Good Energy and the right answer is never too far away.

With an analytical and inquisitive nature, you'll have a strong desire to solve complex problems. You'll be determined to get the bottom of things, asking critical questions, remaining calm during difficult conversations and using your excellent communication skills to ensure customer satisfaction. You'll have excellent verbal and written communication and thrive when working in a busy fast paced environment.

What development is on offer?

We're committed to giving everyone the tools they need to grow professionally, which is why we offer our Good to Grow development framework offering skills and knowledge development from day one. We also have a Good Learning platform full of invaluable resources, such as workshops, digital learning, podcasts, videos and articles.

Starting salary of £25,500 with the opportunity to earn as you learn and build up to £29,500 with progress in the team

Benefits you can rely on

Great allowances for hybrid 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.

🎁 5% 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.